If we can track our lunch deliveries down to the minute and pick up online orders at the store in a matter of hours – why should it be difficult for your workforce to get what they need from IT, or time consuming for IT to provide it?
The answer, of course, is that it shouldn’t be. If your IT department isn’t delivering this level of service, that doesn’t mean the restaurant down the street has better IT. They’re just delivering a better experience using the resources and technology available to them.
Instead of handling endless phone calls for the same requests – placing orders, requesting customization, asking what’s on the menu – everything is within reach from an online app or portal and their staff is free to take care of other business needs.
The situation is similar in a traditional IT environment. Your technical staff is busy with repetitive requests. Employees may not even know what services are available to help them succeed, or they may simply view IT as a repair shop. Overall, you are neither getting the most value from your IT department, nor providing the best experience for employees.
With the right approach you can provide a customized, consumer-grade experience that is easy for employees to use, drives adoption of IT standards and reduces phone calls and support costs — freeing up IT to innovate and add more value to your organization. Here’s how:
Use a Self-service Marketplace to Handle Day-to-day Requests
Think about the process you go through to order lunch online. You open a food delivery app or the restaurant’s website and it’s easy to find what you want. Hungry for a sandwich? That section of the menu is a click away and your options are clear.
A self-service IT marketplace works the same way, acting as a digital storefront for IT that makes it simple for employees to find what they need and get on with their day. Everything from ordering a replacement laptop to requesting developer resources, software licenses, tutorials and more are easily accessible from a “shoppable” interface.
Most of the time, employees can find what they need anytime they need it without involving an IT professional, but when direct assistance is needed, requesting help is simple via the same interface.
This approach alleviates many of the day-to-day IT requests, but a digital IT marketplace alone isn’t enough. It takes automation and personalization to get the most value from your digital services management toolset.
Let Automation Do the Heavy Lifting
If your self-service marketplace is the storefront, automation is the fulfillment engine. Just as your takeout order is automatically routed to the right places (sandwich order is sent to the kitchen, drink order to the front counter), automation combines repeatable tasks and company policies to drive end-to-end resolution of IT requests.
For example, if an employee needs a replacement laptop, they can simply log in to the marketplace and “shop” the …