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Home / Insights / Blog / How Smart Service Desks are Transforming the ITSM Industry
October 21, 2019 - by Synoptek
As technology makes its way into service organizations, teams are gradually moving away from the traditional on-call ITSM service desk approach and adopting tools and technologies that make it easy for users to log incidents and get quick resolutions to problems.
Smart ITSM service desks are increasingly becoming popular, offering the appropriate mix of people, processes, and information technology to drive improved outcomes. By providing executives processes and technologies that make their jobs easier, smart service desks are allowing them to spot trends and patterns and unearth insight from every single interaction, so the best possible solution can be provided.
A smart ITSM service desk makes use of modern tools and technologies to streamline and automate the incident logging process, reduce the probability and impact of human error, and improve resolution time and accuracy. In addition to collecting information from users and providing quick resolutions to known issues, smart service desks also find data patterns to speed up service delivery and ultimately provide an exceptional service experience. They provide an anytime, anywhere, any platform support team that drive multichannel support and communication, meaningful metrics, and a commitment to customer-centricity.
With 33% of customers expecting issues to be resolved in a single interaction, responding to customer requests as soon as possible is no longer an option, but a requisite for success; in fact, today, overall customer experience has become a key brand differentiator.
Although the traditional approach to service desk has long been helping organizations respond to customer requests, embracing newer, more innovative approaches and technologies to incident resolution has become a business prerogative. That said, here are three things you can do to make your service desk smarter:
ITSM service desks have traditionally been about responding to customer queries and requests through emails and phone calls. However, in today’s digital era, they aren’t the most effective. In order to engage with customers in more meaningful ways, you need to lay less emphasis on email and phone and more on capabilities that can empower your customers.
Using a reactive approach to resolving ITSM service desk issues is no longer a practical way of servicing requests; you need to proactively identify common service requests, send automated responses, and resolve issues before they inconvenience your customers. The realm of AI and intelligent predictive analytics can play a great role in enhancing your service desk outcomes.
RPA is a great technology to embrace within your service desk organization that can allow you to automate mundane, error prone ITSM service desk tasks and accelerate issue resolution time as well as customer satisfaction.
As the helpdesk software market climbs to $11 billion by 2023, organizations big and small are implementing solutions to improve issue resolution efficiency. However, no matter how experienced or skilled ITSM service desk professionals are, it is not humanly possible for them to parse through the massive volume of data that gets generated from customer interactions.
With an increasing number and type of incidents being logged in, offering the best resolution in the shortest time frame is a Herculean task. Smart ITSM service desks are a great way to improve your service outcomes. By making use of predictive, intelligent analytics, they can help you anticipate customer needs, allocate the right resources to meet those needs, and offer quick, proactive support through RPA while greatly reducing the complexities and challenges that traditional service desks have long carried.
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