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.

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How to better integrate IT security and IT strategy

Organizations see a future in which IT security is deeply woven into their overall IT strategy. Here’s how they plan to get there.

Information security has become such an integral part of IT that at a growing number of organizations, the two are virtually indistinguishable — from an organizational standpoint.

Many companies are attempting to more tightly integrate IT security strategy with IT strategy. That can mean blending departments, changing leadership structures, and embedding security earlier in the development pipeline, among other tactics.

About two thirds of organizations say their IT security strategy and IT strategy are tightly integrated, with IT security being a key component of IT roadmaps and projects, according to CIO’s 2019 State of the CIO survey.

But looking ahead, the two become even more indistinguishable, with 83 percent of organizations expecting to tightly integrate IT security strategy into their overall IT strategy within the next three years.

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