Imagine a board game. On one side employees; on the other the IT department. The referee: executive leadership. The game is on. The goal is not to beat the opponent. Quite the opposite; it is to work as a team to reach the goal as quickly as possible, increasing productivity and minimising costs.
From above, everything can seem like a simple task, and even more so with the presence of technology. It's there to help the teams. Sometimes, however, it is not. A problem with any digital asset can become a significant strategic risk. A domino effect that needs to be anticipated so that the pieces do not fall one after the other.
This happens on a regular basis. And it's scary. According to a Nexthink report, IT-related incidents cause employees to wait up to 50 hours each year for help. Time that costs a business with a workforce of 10,000 people an average of 25 million dollars per year. A lot of money down the drain for simply not having the right tools to improve the user experience.
Technological inactivity cannot be a standard that workers accept with resignation. These are incredibly valuable minutes that separate a thin red line between productivity and stagnation. Having a global visibility of IT issues will allow you to x-ray the hot spots and enable you to tackle them as soon as possible, even anticipating them so you can take the right path and avoid them.
SilverStorm proposes an approach based on monitoring the experience of the workers and does so in order to help organisations drastically reduce the total number of IT support incidences. What are the benefits?
- Preventing problems from arising
- Resolving incidents automatically
- Helping users solve problems for themselves
To reduce incident resolution times, what is essential is preliminary assessment, which collects the information needed to speed up the registration, categorisation and prioritisation of problems; diagnosis, which contributes to gathering specific and historical data to conduct rapid investigations, thus highlighting critical points on which to take appropriate action; and resolution, so that IT support teams can douse fires before they become so large that they compromise the entire structure.
It should not be forgotten that the reduction of incidents eliminates the workload of IT departments by 35%. This is more than just one important step forward considering that very often problems take longer to fix and their causes repeat themselves. According to Forbes, 90% of the requests made had already been researched and solved by others 30 days prior to being made.
Nexthink manages the user experience no matter where you are. That is why it is so important to have such an ally in these days where employees are confined and have to continue their work duties from the living room of their home. It does this supported by four pillars:
- Analytics: discovering and classifying needs and problems in the workplace in real time
- Employee engagement: getting feedback and engaging users with personalised interactions
- Workplace automation: being proactive through self-help and self-healing
- Operational intelligence: enriching IT systems with workplace data in real time
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