The service desk is making some big changes in 2018. The service desk staff is resolving tickets, facilitating successful service delivery, managing IT changes and releases, and tracking every asset within the organization — just as they always have. However, employees are demanding these services more quickly, and in many cases, organizations want to streamline services in more departments.
ITSM solutions are evolving to incorporate artificial intelligence, machine learning, and automations to expand the power of internal service. As the mountain of responsibilities grows higher and the capabilities of the service desk expand, it’s important to remember why these changes are happening. Today’s employees are demanding when it comes to service. Technology and competition have raised the bar in the consumer world, and it has created a generation in the workforce that wants solutions within a few clicks.
Luckily for the modern employee, the service desk can offer a gateway to all of this new functionality, plus the resources they need for self-service. Welcome to the employee service portal.
Naturally, we tend to focus on the back end — the IT advantages of service through the portal. But, as expectations of modern service continue to climb, it’s time to focus more on the benefits to the employees throughout the organization. Here are three important benefits to the average employee who seeks internal services through the portal.
1) Employees appreciate the consumer experience of a service desk
We’re all consumers outside of work, and there’s a growing list of experiences we will not tolerate. In fact, we’ll switch insurance providers, cable providers, wireless carriers, or a number of other paid service providers if we don’t receive easy, efficient, and satisfactory customer service.
We won’t wait on hold. We don’t want to be transferred to a new service agent who needs to collect our data all over again. If the wireless internet goes down or our phone’s battery won’t hold a charge, we want to resolve that issue ourselves or find an agent to fix it for us promptly. For the most part, today’s service providers meet our standards, or else they wouldn’t be in business.
Fair or not, organizations are now held to the same standard. It’s time for the IT service desk to think like consumer brands. If people are unwilling to tolerate these experiences as consumers, they certainly won’t tolerate it when their career goals and bonuses are at stake.
This brings us back to the service portal.
If employees want self-service options, a simple portal search will provide them with any related resources. Technicians can handle issues swiftly when employees create tickets in a portal rather than deal with issues in email.
- The portal is constructed to capture all relevant information that might help resolve the ticket. There are required fields like “category” and “department” that can automate where that ticket goes instead of waiting for an agent to manually process it, or worse yet, emailing back and forth to collect all the information.
- Modern technology allows for “suggested solutions” or auto-fill features for elements of the ticket. These capabilities are obviously not available through email or call centers.
If employees want the internal service that they’ve come to demand as consumers, the service desk can provide it. They’ll just have to create portal adoption throughout the organization.
2) A Service Desk Maximizes Your Knowledge Base
Many organizations work very hard to document issues and successfully troubleshoot ideas. The benefits are obvious. There’s no reason to start from square one every time a common problem arises. If a speaker won’t connect to a device, or a laptop won’t recognize a monitor, or someone forgot a password, there are usually simple troubleshooting steps to solve these issues. When they’re organized in a single database that’s easy to search, it will save both employees and technicians a ton of time with repetitive issues.
Well, it’s only simple if the entire organization uses this database. When employees file issues via email and phone calls, service reps can’t point them to a solution article without putting them on the assembly line of incidents first. Of course, there’s still value to the knowledge base on the technician side, but that’s only a small percentage of the people that stand to benefit from all the hard work your team has spent building it.
If employees use the portal for internal service, they can access the knowledge base directly. They can search for their issues, and they’ll find any articles, previous tickets, or resources that might help them resolve the issue themselves. They can even take advantage of artificial intelligence, as the modern service portal can suggest solutions articles from the knowledge base according to keywords in the ticket.
3) Resolution times decrease dramatically
Part of the reason you want employees to start with the service portal is that it directly connects them with all of the functionality and resources of the service desk. Not only will this encourage self-service, leading to fewer tickets and faster average resolution times, but it will also allow the modern technology (that you’re paying for) to do its job.
Within the service desk, artificial intelligence and machine learning built into the technology will point users toward more complete information. Priority and routing automations will kick in to make sure the tickets arrive to the correct technicians, and in the appropriate ranking in their ticket queues. This will help your service desk automate immediate responses, and it’ll free your staff from these mindless, repetitive tasks.
One thing to keep in mind is that your employees don’t necessarily recognize or care about your knowledge management strategy, service desk automations, machine learning capabilities, or any of these other labels we put on specific functionality. They do care that they receive efficient and frustration-free service, which is the reason you incorporate all of these pieces of the service desk into your organization. Give your employees a place to connect with everything you offer at the employee service portal.
Chris McManus is a content specialist at Samanage. You can read more about IT service management and smart technology here, or sign up for a free Samanage trial to customize an environment for your organization.