Every year the number of service requests increases drastically. According to the HDI report, the number of requests and incidents has risen to 68% since 2019 and continues to grow. For this purpose, service desks are learning new ways to absorb more requests, and they do this quite successfully.
Other changes in IT services are connected with digital transformation. This is a process when companies try to automate all the operations to get rid of manual, repetitive work and take the extra burden from your team's shoulders. And according to McKinsey’s study, 16% of top managers that already employed digital transformation say that their efforts are successful.
No business would avoid improvement and deprive itself of growth and success, right? So how and why should you modernization of your IT services? Let’s try to figure these things out.
If you still do not know why you should change something that still works, here are some facts that may change your mind.
Today, many companies employ various technologies to function effectively. For example, even running a website requires some tech stack to deliver a quality rendering on multiple devices, collect proper data and enhance product displaying and buying. Another sample is task management systems. For example, many companies use Jira or another collaboration tool to efficiently handle planning, tasks, and progress tracking. Or customer support for internal or external clients with the help of service desk or help desks.
If a decade ago, the main aim of the IT services and help desk software was to ensure that all the internal systems function correctly; these days, they have a different goal: to support the workforce or service clients. If some of them slow down, your entire system is negatively affected. So, service desks are now dealing with many things — requests, issues, questions, and many more, ensuring that your business functions correctly.
Technology saves the business a lot of time, effort, and money. That’s quite clear. At this point, the automation of processes and routine tasks keeps rising in various industries and companies of various sizes. It speeds up processes and lightens the workload of teams – resulting in productivity growth, saved costs, and satisfied customers and employees. Besides, some companies have started investing in AI and machine learning. As a result, integrating AI-powered chatbots and NLP in your workflows has become common.
Transformation takes time, effort, and resources. Still, you need to start to improve your IT services from some point, right? One of these suggestions might be a good beginning:
Improve your IT services, deliver outstanding support service to your customers, and engage your support team. With a hand-picked service desk platform and proper settings and tuning, you will see the results within several weeks after adoption or migration.
Dima Lazarchuk
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