We outline the steps and benefits for organizations to transition to automated support models that level up their customer experience.
Zero-touch service desks
Automate and streamline the resolution of IT issues and user requests without manual intervention.
Something we’re seeing more of across the IT service management industry is an increased desire to introduce zero-touch, particularly when it comes to service desks. This blog aims to arm you with all the relevant information you’ll need to understand the benefits zero-touch service desks could bring to your organization and how to get started.
First, let’s look at what a zero-touch service desk means: it’s a way to provide IT support to end-users without requiring any human intervention. It uses automation, artificial intelligence, and self-service portals to handle common IT requests and issues. The outcome? Achieve faster resolution times, cost savings, improved productivity, increased efficiency, and less disruption through improved end-user experience and the availability of support services.
Benefits
Deliver faster, more proactive support to your end users by leveraging advanced automation technologies.
Let’s look at the benefits of zero-touch service desks in a bit more detail:
- Improve end-user experience and support services: Access support services at their convenience without waiting for the service desk to open or for an available service desk agent. Empower end-users to self-service their IT needs and preferences through a portal or chatbot.
- Accelerate resolution time: Automate tasks such as creating user accounts, resetting passwords, or clearing temporary files with self-service technologies and self-healing methodologies, respectively.
- Improve productivity: Resolve incidents and service requests accurately by automating processes without desk agent or support technician intervention.
- Reduce costs: Cut down on expenses associated with service desk operations, including reducing the number of service desk agents (and related technology costs) and the time and activities needed to resolve incidents and service requests.
- Enhance efficiency: Eliminate the need for service desk agents to handle routine tasks with automation, allowing them to focus on more complex issues or specialized services.
Working toward a zero-touch service desk is a journey—facilitated through rapid transformation—an approach beneficial for service desks. Show tangible improvements to ease costs, improve end-user experience, and increase overall end-user productivity.
Getting started
How do you get started on your journey to a zero-touch service desk? Here are some suggested steps:
- Understand the link between your business objectives and your IT objectives. Link your key IT objectives to their business equivalents.
- Understand what your IT consumers want. Grouping consumers into persona groups can help you differentiate.
- Review your current IT support offerings. Understanding where you are today is essential. We recommend using data-driven techniques.
- Develop a future state and roadmap. Your future state is where you ultimately want to get to your roadmap gives you a step-by-step approach to achieving the future state.
- Execute using an iterative approach. After each step, follow up to ensure you understand what your consumers want to ensure you’re on track. Periodically, review the link between IT and the business to ensure you’re moving towards the big picture.
Brillio has a structured assessment methodology for rapid transformation using an outcome-based delivery model, leveraging a lean automation digital framework. There are several steps underpinned in this model that include the following:
