Today’s employees expect an internal service experience to match their consumer experiences. Internal service providers—from IT to HR to Operations and beyond—need an enterprise help desk to assist in delivering this experience with as little friction as possible. By uniting departments across the enterprise in a single help desk, you can streamline and automate workflows, gather necessary data up front, and improve transparency and communication.
Enterprise service management is where your IT leaders can take charge, driving business value for the entire organization. They know how effective service portals, automation for ticket routing and priority, service catalogs, and a good change management process can be. IT leaders can empower department stakeholders in the organization by guiding them through these processes.
What if you could eliminate email chains, document all requests, leverage a knowledge base for FAQs, and automate workflows and tasks—across departments? The IT department is familiar with these enterprise service management best practices, and there’s an opportunity to extend these benefits beyond IT.
One key example? Onboarding a new hire. The HR team is typically the primary owner of this process, but IT needs to provide hardware and access to applications, facilities needs to set up the new hire’s desk and generate their keycard, and finance sets up the employee’s payroll.
Digital transformation is top of mind for organizations of all sizes and across industries. A natural starting point for this journey is a modern enterprise help desk solution powered by smart technology like AI and built on ITIL best practices.
From offices to schools, the traditional work environment is rapidly changing. Businesses and educational institutions alike have had to rethink how work and learning gets done. As employees and students increasingly rely on virtual tools to get their work done, the enterprise help desk plays a key role in ensuring a smooth experience with technology to stay productive and satisfied.
Incorporating departments outside of IT into the service desk can further streamline processes. Jenny Reeves, operations program manager in the education industry, helped do this by using the service desk to break down departmental silos and foster collaboration. Now maintenance, IT, HR, and admissions are automating workflows to optimize resources and deliver a positive user experience from a single platform.
Enterprise service management solutions have helped connect employees to quicker and better resolutions for their everyday needs. But service management doesn’t only need to stay in IT. In fact, IT leaders are in a unique position to help other departments streamline workflows and automate service delivery to provide the same experience across the organization.
A powerful, enterprise help desk can help businesses bridge the departmental communication gap, increase productivity, and boost satisfaction by enabling employee-focused service.