Many companies have been at the forefront of technology by providing their employees with solutions that simplify and automate tasks to reduce time and cost. However, they have not stopped to think that they can still further reduce their issues. And is that each worker continues to lose 22 minutes a day due to IT problems. The reason: employees choose silence.
This technological asphyxiation does not offer a wide, informed and complete look, so the employee does not communicate the problems that are encountered when downloading a file, using a program, connecting to the network, accessing the server, among others. In fact, only 20% of workers report a problem to the IT department, the rest does not do so due to lack of confidence, time and desire. The new tools and processes do not provide the expected result, although the management believe that the investment which is made is enough. For example, in a company of 5,000 people, in which each one loses two weeks of work because of bad IT experiences, the company pays for 10,000 unproductive weeks, which is more than 190 years of work. Up to 13 million dollars thrown away.
It is not a trivial matter. It is true that providing the best technological resources is the most effective way to prevent problems related to technology, but for all the gears to work, it is essential to incorporate three elements: people, machines and continuous maintenance. Together they will save time and money, optimize resources, reduce risks and increase productivity. Regarding this last point, understanding the problems if we link what we see with what employees feel is the door to a profitable professional future. Thus, faster transformations will be achieved, made for the best experience provided for the end users.
An adequate use of the technologies not only allows companies greater productivity but also enables them to provides higher quality service in a more timely manner. Technological specialization facilitates work and reduces response times.
It is also important to prioritize incidents. Ask yourself two key questions: “how much are they impacting my services?” and “how many users are affected?’’ With the root problem detected, the bottleneck disappears and, therefore, a lot of workload is eliminated and, most importantly, the economic impact decreases, since the cost of level 1 is half that of level 3. The shortest path is the automation of incidents. Put out the fire before the tinder sets, that is, propose solutions by analyzing the routine of the workers and the problems found in each step they take.
According to Forrester, 80% of the time it takes to solve an incident is spent diagnosing the problem. An important figure, and more considering that the majority of workers use more than 30 systems of technological innovation, an amount that will grow in the coming years. However, 90% of the problems considered resolved in the last month will be repeated in the next 30 days. Hence, it is essential to anticipate, since prevention is not only better than a cure, but can also replace it.
Information is power. To measure risk, organizations need to quantify the performance of all possible aspects of the work environment, such as devices, software, storage and network. IT departments have enormous potential to improve the digital experiences for employees. For this reason, IT should deal with incidents from the user point of view.