Have you ever had to wait days – if not weeks – for new technology to do your job? Despite the fact that this still happens in most organizations, these delays are becoming more than a mere inconvenience – it’s a serious business risk that impacts the employee experience.
Today’s employees expect a seamless technology experience that resembles their personal lives and habits. That means switching devices at will, instantly access software, and being able to reach out for support the second it’s needed. If a business can’t deliver these capabilities, expect your workers to start looking for greener pastures.
While giving employees control over technology can be a scary reality for your IT department, a strategic self-service approach makes this scenario much more likely to succeed.
People First, Self-Service Second
Self-service technology is a new approach, but that doesn’t mean your organization needs to rush to buy the latest and greatest equipment. In fact, you should do the exact opposite. Before you’re ready for self-service tools, your enterprise needs to fundamentally shift they way it delivers IT support to users.
In addition to supplying devices, your technology management team should act as a standardized services provider that manages support from a centralized system and catalog built with a focus on your employees’ requirements – not to simply satisfy tech requirements or check boxes off during the department’s existing processes.
Only after these needs are fully understood and supported is it possible to experience self-service success. IT Service Management (ITSM) and workspace management solutions can feature application stores with interfaces similar to personally owned devices, every service-related process can be automated, and the bulk of ongoing technology maintenance can be performed by individuals precisely when, where, and however it’s most convenient – eliminating downtime and unproductive days.
You Need Standards
Streamlining and automating processes can deliver tremendous benefits, but if you’re applying innovation to a bad process to start with the results are often more disastrous than not changing anything at all. If you’re working with an integrated ITSM system, things go from bad to worse because these consequences rapidly impact other connected workflows. By standardizing each self-service process, however, you minimize the potential for these errors to occur.
Standardization also helps your employees understand the value of each IT service they use – hopefully curbing their behavior from consuming them at will to prevent additional cost and overwhelming workloads where your technology management team is concerned.
If you’ve made the decision to implement self-service, standards are just your first step toward continued success. Here’s what to do next:
- Integrate all processes
In an ideal IT environment, everyone uses the same service delivery and ITSM system. Therefore, all essential workflows involved in managing and maintaining these services need to be included to ensure maximum efficiency – as well as cost and status transparency.
- Centralize compliance
In addition to easily performed processes, self-service and ITSM tools help you manage all software and service license agreements from a central location once your catalog has been integrated. This means proactive alerting whenever there’s under- or over-licensing happening, enabling you to avoid compliance failures while simultaneously optimizing spend.
- All devices are welcome
Most users don’t work in the same place with the same device 100% of the time, so your self-service tools need to consider this reality. Your ITSM solution should meet employee expectations by delivering consistently satisfying experiences across all devices, locations, and times to ensure a service only needs to be ordered once – not every time it needs to be delivered differently.
While complexity and change is inevitable in today’s enterprise technology environment, self-service tools are one of the most effective ways to slow these trends. However, the industry’s premier event can help make that happen, too…
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