The top-most answer to this newly evolved question regarding IT self-service is obvious—cost efficiency. MetricNet’s benchmarking report claim that it costs US$ 2 for self-service as compared to US$ 22 for service desk professionals. Find out what other advantages IT self-service holds for IT support in this article by Simon Johnson at ITSM.tools.
IT Self-Service: Making IT Support Cheaper and More Efficient
While the above-mentioned research holds true, a poorly deployed IT self-service can cost you your long-standing client base. Before investing, know below what the technology offers you apart from cost savings:
Improved Cost Savings: Instead of dedicating a human resource, IT self-service technology is capturing incidents and taking service requests. There is an option for customers to solve their problems themselves too by accessing the knowledge base. For this to be possible, end users must adapt to this technology for IT to earn better revenues and ROIs. Also, the technology should not be limited to the replacement of telephone calls or emails. Backend workflow and automation should undergo continuous upgrades to leverage the technology to its entirety.
Reduced Manual Labor: With IT self-service, there would be fewer calls to service desk agents. Ticket volumes will lessen and, as a result, service desk work volume. Moreover, self-service requests are mostly not urgent so the agents can focus on that after priority tickets and service level targets.
Improvement in Issue and Report Prioritization: To serve customer’s immediate gratification, agents have drifted from working on priority to first-in-first-out mode. Self-service resolves the simple issues for the customers thereby helping the agents to prioritize urgent work.
Better Consumer Experience: End-users want consumer-level IT self-service offerings when they bring in their own devices to work. They too want to log issues, choose from service request catalogs, and skim through the knowledge base. This is possible with IT self-service technology.
To view the original article in full, visit the following link: https://itsm.tools/2019/07/09/benefits-for-self-service/