Why Organizations Should Use Employee -Centered IT Service Management

Although the Covid-19 pandemic has accelerated the demand for digital workflows, some would argue that we are still heading in this direction. The pandemic only featured plans that were already underway.

Although new technology plays a big role, people are the real drivers of successful digital change. They are the foundation structure for organizations to achieve business stability, fuel innovation, and great customer experiences.

Instead of implementing technology based on what it can do, the smarter step is to approach tech through the lens of your employees. By developing an employee -oriented IT service management (ITSM) strategy, IT becomes an enabler for people to work seamlessly and without conflict in departments.

Remote Work Is Still a Challenge

The pandemic has forced many organizations to implement a hybrid or remote approach to work. Many employees appreciate the efforts from their company leaders; approximately four in five (81%) believe their employers showed commitment to their safety in the early days of the pandemic, according to the ServiceNow 2021 Employee Experience Initiative.

We have been working remotely for over two years. However, many companies still find it difficult to find a good balance for their workers. Only 53% of employees agree that their organization has taken adequate steps to help manage the stress caused by working remotely. Beyond more working hours and poor work/life balance, employees use tools that do not prioritize effective workflows, which can lead to operational issues.

All of these barriers can be addressed in a similar way: by ensuring employee experience is your primary focus.

Put Employees First

Even if only 10 or 20 years ago, the primary goal of ITSM was to manage the customer management database and address service issues. While those are still factors, ITSM has become an integral part of users ’daily activities, sometimes they are unaware of it.

A strong ITSM plan bridges the divide between IT and users. It addresses recurring barriers and challenges and aims to remove them through an approach that combines tech and employee feedback.

When implemented correctly, ITSM not only improves the employee experience, but it also leads to better results for customers. According to Gallup, organizations with dedicated employees see an 18% increase in productivity and a 23% increase in profitability compared to organizations with disengaged workers.

How Employee -Centered IT Service Management Strengthens Business Operations

Imagine how frustrating it can be to use technology that seems to be stuck in the past. It’s hard, not great, and a great way to run employees out the door.

Rather than withholding business information, an employee -focused IT Service Management approach provides positive employee experiences that generate business results and digital innovation success.

Below are some key ways for organizations to begin implementing employee -focused IT Service Management (ITSM):

  • Chatbots: Using AI and automation, chatbots can answer common user questions. While these chatbots offer quick responses along with relevant information or links to additional resources, employees can resolve their issues and return to work faster, while IT staff will focused on heavier tasks.
  • Consistent Service Workflows: Experiencing internal IT issues is as common as explosions in an action movie, but it matters how you handle them. Ideally, you will create a portal for all service tickets and offer transparency to IT requests. Even if an employee has to wait a little longer for the solution, the assurance that they will be heard will remain spirited.
  • Mental and Physical Well -being: The past two years have highlighted the importance of company -wide wellness initiatives. An online portal can provide resources and training, companies can send out automated weekly or monthly fitness challenges, and chatbots can encourage walking meetings.
  • Continuous Measurement: Employees want to shape their experience, so give them a chance to offer feedback. There may be easy fixes that will help them be more effective. Provide opportunities for comments via surveys or AI mailbags, then pair that data with performance measurement to enhance your internal digital offerings, enhance workflow operations, or even give increases.

We’ve just clarified how companies will work in the future, but one thing is clear: Digital workflows are essential for work.

By keeping your ITSM efforts focused on employees, organizations can reach new levels of internal efficiency, which in turn delivers better results to their customers. As automation and AI technologies advance, let your employees serve as a guide to best implement them.

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