Self-Service Automation for the Help Desk
The phrase, “the only thing that is constant is change” certainly applies to the technology industry, and perhaps most appropriately to the IT Help Desk. IT Help Desk professionals have the unique challenge of facing new and different requests and issues nearly every day.
On top of that, the constant introduction of new technologies for end-users as well as new technologies and methodologies within Help Desk departments is another force of change that is driving increased pressure on IT departments.
For example, less than a decade ago, many Help Desks were using homegrown systems to deal with incident management or simply relying on email alerting and phone calls. Today, Help Desk professionals are using automated solutions like ServiceNow, System Center Service Manager, and others to more efficiently manage their IT ticketing and help systems.
More changes in the area of self-service and automation continue to arrive as Gartner predicts that in 2017, 54% of IT organizations will use IT self-service as an alternative method of contact to phone and email, up from 34% in 2014.