Intelligent ways how automation can redesign traditional IT service desk: A Guide

Higher user expectations. Increased responsibility. Staying abreast of the latest technology but within the budget. Limited resources to offer cost-effective solutions. Wrestle with loads of daily requests.

Yes, you heard it right! These are a few challenges faced by IT Service Desks. Being the backbone of modern enterprises, the IT Desk supports many technologies, serves as a connective tissue be-tween the technology operations and core business activities, manages third party relationships with outsourcing providers, and delivers quality services to the end-users.

Keeping your IT Desk running smoothly can be an endless challenge. And the only solution is - Automation.

Contrary to the fact IT Automation will replace internal IT staffs, studies say automation will actual-ly increase the department’s effectiveness reducing the hard labour of manual work while enhanc-ing employee satisfaction.

Why your IT desk needs automation

Consider some of the top issues your IT desk receives regularly.

1. What is the WiFi password?

2. How can I reset my password?

3. Can you help me with installing the printer?

4. I want to install a VPN.

5. I need help with setting up my webmail account.

6. Issues with my OneDrive

7. I cannot send emails

Now imagine how mind-numbing it would be for your IT desk professionals to solve monotonous issues over and over again. Instead, how convenient it would be if we could automate all these tasks with an AI-powered chatbot that is readily available round the clock.

Jenie AI Chatbot promises to revolutionize the IT support landscape, improving the overall ITSM efficiency and productivity. It is a next-gen tool where your employees can interact as they would to a friend and get the issues resolved automatically with no manual intervention. All they need to do is type in and send a message in any preferred language. The bot understands different lan-guages!

With a conversational UI supported by NLP (Natural Language Processing), Tryvium Desk solves all the above-listed simple queries, and even more. It is their virtual assistant that is available 24x7.

Without replacing human representatives, automation will free your staff from doing low-value, repetitive tasks to concentrate on high-level functions, business-facing roles. This hybrid approach will allow for a more rounded and holistic technology user experience.

Ways you can leverage service desk automation

Consider these areas to boost the efficiency and performance of your Service Desk:

• Employee onboarding

• Answering common queries

• Customer feedback

• Route requests to the right agents

• Approval workflows

Approval processes are not the same everywhere. Some are straightforward, and some require different levels of approvals depending on the organization. For example, in a large enterprise, an employee raises a ticket to the IT Desk requesting a laptop. The IT Desk would want to seek the approval from the requester’s reporting manager and the department head and maybe even from the IT team's concerned authorities. This roundabout routing is time-consuming, and chances are they are either lost or stuck at one end for long.

By customizing approval workflows, all requests that need approvals are auto-routed to the ap-proving authorities, who get real-time notifications. They can choose to approve or reject instantly so that employees do not have to waste time waiting and tracking the status of their requests.

• Automation is here to stay

The consumerization of IT (CoIT), a tendency in which new information technology first enters into the consumer space and then spreads into the business environment, has risen significantly with more tech-savvy workers are seeking quicker solutions even at the workplace. According to a Ser-vice Desk Institute Survey, 47% of service desks see increased demand for business intelligence and big data in the immediate future. IT preferences continue to change frequently as the digital envi-ronment continues to evolve, and hence harnessing emergent technologies and innovative ap-proaches can help drive your business. In fact, it is predicted that the use of cognitive platforms and autonomics could drive a 60% reduction in the cost of IT services. What more! Start your au-tomation journey today.

Read on to know how you can reap the benefits of an automated service desk. Download the ebook https://botomation.ai/insights/ebooks/intelligent-ways-how-automation-can-redesign-traditional-it-service-desk-guide