The ability for IT organizations to deliver quality services can significantly impact a company’s overall operational efficiency, productivity and, most importantly, customer satisfaction. While companies undoubtedly recognize the importance of maintaining a high level of service delivery, achieving optimal operation isn't always easy. Are there procedures and processes in place that are working against each other? Is our overall IT infrastructure and services inefficient? Could our approach to service support be improved? While these questions may indeed help companies better understand and improve their services, we believe that the real key to achieving operational efficiency is through the implementation of end-to-end service automation. Why? Service automation has been proven to have a positive impact on service delivery; improvement of uptimes, and the overall performance.
What are some of the key elements necessary to support a service automation strategy? Probably the most important element in this equation is the Service Catalog. FrontRange’s HEAT Service Catalog is a great example of how a service catalog is central to providing employees a means to efficiently address routine issues without initiating a lengthy communication process with the service desk to request or retrieve the information they need. The Service Catalog also provides a direct way for IT to communicate their service offerings to their customers, which for example can include both business and technical service requests, such as onboarding of new employees, installation of software, and activation of new devices.
Implementing voice and workflow automation is also a simple method of providing a higher level of performance and service delivery. Through the use of a voice automation system, you can deliver a better customer experience by phone-enabling your service management solution. This improves call handling with complete automated call distribution (ACD), integrated voice response (IVR), skills-based routing and screen pop features; all in one solution. You can also reduce costs with phone-enabled self-service for resetting passwords, initiating and approving change requests, or checking service management status.
Even one the most complex of workflows , such as that of hiring and onboarding a new employee can be optimized to deliver a higher level of service; for example, rather than manually communicating to a number of departments when hiring a new employee, a manager can simply log into the Service Catalog and submit a "New Employee Setup Request Form." This will initiate a series of automatic cross-departmental tasks to setup the employee’s new laptops and devices based on predefined software/hardware profiles. Once all the tasks are completed the Service Desk will be sent an automated confirmation to HR that setup tasks have been completed within Service Level Agreements.
Ultimately, this fully optimized process allows the newly hired employee to be productive from the start and in compliance with the company’s standards.
As you can see, it only takes a few enabling technologies for companies to implement a service automation strategy and achieve a higher level of service delivery with ease.