The latest News and Information on IT Service Management, Service Desk and related technologies.
The ongoing changes in business operations across the globe have yielded one positive result for the businesses – the digital transformation process has accelerated. With teams working remotely, the need for collaborative, accessible, cloud-based, and secure platforms has never been more urgent.
Over the summer, we surveyed nearly 400 IT professionals regarding their use of enterprise service management in their organizations. This post highlights some of the survey's key findings, including: For many organizations, this preparation has paid off, with 61% of IT professionals claiming that they are consistently providing the same level of service working remotely, and 47% claiming that their quality of user experience has not suffered because of remote work.
It’s been more than seven months of forced work from home for many of us, particularly in the United States. That’s six months in which our spouses, our kids, and our parents became our colleagues. And I don’t know about you, but I’m starting to feel a little antsy. If this Wall Street Journal article is any indication, I’m far from alone. Despite an initial boost in productivity, cracks in the remote work experience are clearly starting to emerge.
Employees in an organization expect instant support and turnaround to their issues when they contact the internal helpdesk. To facilitate this, companies invest a significant amount of time and money to build and implement self-service portals. But this makes little or no impact on the self-service adoption numbers. This is because self-service portals are still external to employees. It’s difficult for employees to remember the tool or the access URL to reach out for help.
