As organizations are developing new automated processes and taking data to a whole new level to make an organization operate more efficiently and smarter, an organization’s service desk operations needs to adapt and adopt the necessary skillsets. Cloud computing, IoT, Big Data- these are all buzzwords that should be ringing in the ears of your IT team.
It’s important to understand how knowledgeable your IT team is and where they might need assistance. This is where outsourcing might be a huge benefit to help support the organization’s overall performance. It doesn’t matter if the technology is there if you don’t have the right people to make it work!
Addressing the skills gap
According to a Statista report regarding challenges of digital transformation, skills gaps as a result of digital transformation was cited as a leading challenge for organizations that have pursued digitalization in the past 2 years. You need to understand your IT team’s strengths in order to come up with a successful strategy. There are several tiers of support and outsourcing may be the answer in order to not only allow your team to focus on other developments, but to optimize and maintain operations. There are several skills your IT team should have and those include:
- Service desk procedures
- Product and service information
- Specific IT skills
- Problem solving
- Security policies and procedures
SDI’s Benchmarking Report reports that ongoing training for service desk analysts is critical in order to keep up with developing technologies, and if not- the business is destined to fall flat and ultimately fail. The report further states that organizations are increasingly spending 41+ hours of training per year, and rightfully so as teams are integrating new technologies into operations.
In the same report, SDI indicates that a majority of service desks adopted ITIL – 89 percent of respondents or Agile -22 percent of respondents- in 2019.
Bigger is not always better
One of the biggest pitfalls of any digital transformation implementation is going big and getting lost because you didn’t bother to map it out first. The key to implementing new digital efforts is starting small and building on top of those efforts. If key decision-makers don’t have a clear business plan as to why certain technologies are being implemented and the desired results, you will be lost from the start. Start with a goal and identify what needs to be implemented to achieve that goal. Identify what insights and data needs to be collected to reach the organization’s goals. For example, if certain machines in your facility keep breaking down, you might want to install sensors on those machines to understand the health of those machines instead of suffering from downtime that could cost millions. You don’t need to put sensors and collect data for absolutely every single machine in the facility. Start small so any growing pains along the way aren’t as costly. Your IT team will not only be heavily involved in the implementation process, but the maintenance as well.
According to a study from Forbes and McKinsey, 70 percent of digital transformation projects fail- with $900 billion being tossed out the window in 2018 because of that result. Ouch. Many Missteps happen when the vision for the project is so big, the quality suffers.
One of the key mistakes during an implementation phase is that not all of the necessary teams are involved from the start. Integrating digital transformation across the entire organization is paramount so no one is siloed off and blind to a huge initiative. With a digital transformation initiative there are a lot of internal processes that will be turned on its head from the actual people within the organization and their roles to the processes and technologies that are currently in place. It’s not only the IT’s team place to implement these technologies, but for everyone in the business to communicate the goals and expected outcomes of the initiative.
If your digital efforts go beyond the skills of your current team, that’s not the end of the road. Training is always necessary to level up as an organization and should be ongoing. The fact is that many organizations feel pressured into adopting many new technologies such as cloud computing, IoT and AI without fully understanding how those could translate to optimizing business operations. According to a survey on the state of digital transformation by TEKsystems, 93 percent of C-suite respondents believe digital technologies could fundamentally change the way people work in their organization – that’s throughout the organization- not within a particular sector of the business. New technologies will likely impact operations from the ground up and everyone should be involved.
Identify what to outsource
A 2020 global CIO survey, 69 percent of respondents cited improving customer experience as a very important factor in driving their digital transformation efforts. Improving existing and new products/services are also behind the efforts pushing for companies’ digital transformation.
On average, companies that use remote support and knowledge management tools have higher average first-contact and first-level resolution rates than those who don’t. Having remote support and additional tools increases the speed to handle tickets. According to Zendesk, for every support ticket opened, four users opt for self-servicing. Self-service technologies and services like Aptude offers reduces the number of tickets that can easily be resolved and increases customer satisfaction. Remote support tools have many benefits including:
- Reducing support costs per call
- Reducing the number of field visits
- Saves time – knowledge management tools enable teams to reference solutions instead of escalating issues.
- Improves overall service internally and externally within the organization
Before hesitating about outsourcing IT services, note that Zendesk also reports that the average amount of time to provide a first response ticket for internal support is 24 hours. This clearly indicates that teams may just be too busy with other vital tasks to answer to tickets- that’s where external services can jump in to fill those gaps in workflows.
As organizations increase their digital efforts and automate more processes, the IT team will find itself stretched to capacity and it’s essential to identify what that will mean for the future of the business.