Why Zero-Touch IT Service Desk is the New Normal

By – Rahul Apte
(Product Marketing Manager | ignio™AI.Digital Workspace | Digitate)

Workspace is no longer a tight little cubicle or a desk with a dated system. Wherever work gets done is workspace. Work happens at home, cafes, customer sites, in cabs or even on flights.

By 2022, 42.5% of the total global workforce is estimated to be mobile” (Source: Strategy Analytics).

Today, every organization is heavily dependent on IT. This IT infrastructure needs to be monitored periodically for performance issues and outages. It’s very common for IT Service Desk teams to assume that if all the SLAs are met, the employee experience is optimum. That’s far from the truth and often misleading. Unfortunately, employees accept that their service desk experience is suboptimal because of IT limitations and they continue to struggle to remain productive during the work hours.

Can we solve IT issues quickly, proactively, before they result in lost productivity? Can we eliminate high-volume, low-value tickets? The simple answer is – YES!

What is Zero-touch IT Service Desk?

Zero-touch implies a hands-free, automated approach which is independent of any form of manual intervention by a human. In the context of IT Service Desk, zero-touch is an intelligent, automated approach to resolving trouble tickets without any active involvement of the service desk agents.

A Zero-touch IT Service Desk promotes Self-healing of end user applications by leveraging AI/ML powered Automation platforms. Such automated service desks not only predict IT incidents but also fixes IT issues proactively before they disrupt the workday, delivering a flawless digital employee experience.

Typically, these solutions involve three stages –

  • Proactive and predictive problem identification,
  • Learning the context, and
  • Applying the necessary fix.

The Self-heal agent based solution leverages pre-packaged incident knowledge for autonomous remediation. There is also a component of self-service application which puts the end user in the driver’s seat for routine fixes and endpoint health checks.

Why Zero-touch IT Service Desk matters?

In 2020, high-performance teams with mature digital workspaces are a competitive advantage. In fact, almost 88% CIOs feel business applications are very important to the revenue growth of their organization. Validating digital transformation initiatives while optimizing IT procurement is one of the key priorities for every growing organization. A Zero-Touch IT Service Desk becomes imperative for organizations where –

  • Strategic priorities and employee performance are misaligned,
  • Digital workspace user adoption is low,
  • Poor employee experience is creating unhappy customers, and
  • Actionable Endpoint Intelligence is minimalistic.

Ticketing software offering ticket routing, Alerts Management and SLA management are passé. Customers are looking at Self-Healing-on-device solutions that offer email, chat or voice-enabled end-user interface. The shift is from Service level agreements (SLAs) to User Experience level agreements (XLAs).

A Self-healing IT Service Desk solution helps create a measurable impact on two key aspects –

Agent Utilization

AI/ML powered products like ignio™ AI.Digital Workspace preemptively resolve L1 trouble tickets and cut down the MTTR significantly. This end user experience management product helps optimize agent utilization, resulting in lower cost per ticket. Service desk agents can focus more on high priority tickets or digital transformation initiatives instead of repeatedly occurring L1 tickets.

Employee Experience

Self-healing IT Service Desks offer employees greater control over personal productivity. Fast-track employee onboarding and proactive troubleshooting of business critical applications are helping employees gain approximately 92 hours annually. In fact, organizations are seeing a 13% Improvement in Customer Service with a robust digital workspace (Forbes Insights).

Large enterprises undergoing digital transformation will fail to succeed if they continue to rely on the traditional service desk approach. Globally, large enterprises and Small and Medium-sized Enterprises (SMEs) are shifting toward cloud-based End-user Experience Monitoring (EUEM) products to streamline their processes easily and minimize upfront costs. By 2023, 60% of the digital business initiatives will require I&O to report on user’s digital experience, up 15% from today (Gartner Research).

As digital adoption grows, Zero-Touch IT Service Desk is no longer an option but is an imperative.

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