To transform you must be very clear about what changes you wish to make before beginning your transformation journey. In most cases implementation of new digital channels are offered to end users in parallel to the list of existing traditional, ineffective, and non-friendly service desk contact points such as emails, self-tickets, voice mail, etc. These channels are a major bottleneck to driving next-gen adoption behavior among end users. Most of the IT set ups are structured in disaggregated silos with specific skills. It is critical to create an end-to-end process ownership, single point accountability, and seamless integration and handoffs across different resolving groups for faster cycle time and enhanced user experience.
Most of the benefits found in modern service desk technologies revolve around streamlining processes through Artificial Intelligence (AI) and Robotic Process Automation (RPA) so end user’s issues are handled in the shortest span of time possible. It is important to identify service catalogue items that can and must be automated for e.g. employee on-boarding process, mainframe requests, etc. Technology can take on the bulk of time-intensive monitoring, ticket creation/ triage, and repetitive requests, using machine learning to analyse data gathered and automatically send it to the appropriate service desk queue, eliminating the need for human interaction and speeding up the entire triage process. Intelligent optimization to identify the importance of a ticket by reading the data inside it, effectively turning the entire process into a semantic method instead of simply first-come, first-served. And finally Ticket Kinetic – a similar concept as used in Xbox Kinect is used to move tickets.
