This results in higher cost of operations."ĭone well, a shift left can both drive down costs and, in many cases, improve services and user satisfaction. "We're finding that IT organizations are spending too much time resolving issues at too senior of a skill set within the organization. "Shift left" continues to be a prevalent approach for optimizing delivery and support for many organizations. It requires moving support closer to the point of consumption-for example, moving support from 元 resources to L1 resources, or from L1 to the end user.īut many organizations are struggling to make the shift, said Akhil Sahai, Symphony SummitAI's chief product officer. This all happens at the end user's convenience, without the need for human interaction by the service desk. Service desks often use chatbots as a channel for end users needing issue resolution or for customers making requests for services. Implement chatbotsĪ chatbot is a program that conducts a conversation with a end user by way of text message or audio.
In one conference breakout session a large soft-drink company disclosed how it improved service support by leveraging automation to identify repeat callers, identify end-user hardware configurations, and proactively identify when an end user had been locked out of an application. Not only did the company reduce call volumes and save time, but it also increased end-user satisfaction. Automation done well can improve delivery and support while reducing long-term costs. Process automation applies the use of technology to execute a procedure with little or no human intervention. Here are four ways to optimize your IT service delivery and support.
The conference provided some answers, as several breakout sessions, industry experts, and IT service management (ITSM) solution providers shared insights on how to optimize service delivery and support.
It's a challenge that is top-of-mind for many IT organizations: How to optimize service delivery and support. 7: Consistently measuring and improving customer satisfaction 4: Increasing analyst productivity and efficiency 1: Managing an increased workload with existing staff (doing more with less) Three of the top 10 findings were about optimization: In the opening session of the conference, HDI-which provides related research and services-shared its research findings regarding the top 10 goals and challenges of support organizations. "How can we do more with less?" This was one of the big questions that many attendees were asking at the recent HDI Conference and Expo, which focuses on IT service and support.
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