One of the most powerful tools an IT department can leverage is that of self-service automation. Not only does this empower everyday employees to be able to handle many of their own needs without having to contact the help desk, but it also vastly improves productivity and efficiency of IT operations. IT automation provides the ideal solution to be able to leverage self-service investments for your own organization and furthermore align them to help achieve your strategic business goals.
To successfully implement such a strategy, IT must first develop balanced score cards (BSCs) to determine the specific business goals that are to be achieved. These BSCs should have four main aspects: financial, internal, customer, and learning and development (L&D). The goal is to map out IT and self-service automation initiatives using these four aspects so that specific business impacts can be identified and worked toward.
A great example of this would be self-service password resets. Believe it or not, this task alone comprises 40% of the service calls that are fielded by help desk representatives on a daily basis. Imagine the time it takes to handle these simple, menial tasks taking up almost half of your IT department’s daily activity. Now, imagine if that task could be automated and handled instead by the end-user. That way, your personnel would be freed up to focus on more critical aspects of their jobs – and things that are specifically aligned with your company’s strategic objectives.
Let’s examine in further detail how self-service automation can further impact your organization. Consider for a moment your organization’s expenditure for help desk calls. According to the global research firm Gartner, the average cost of a help desk call is $17.88. Taking the total number of password reset requests received annually and multiplying it by this average cost will demonstrate just how much this one simple task is costing your organization.
Another way to quantify this expenditure is to calculate the total costs associated with each of your help desk associates (salary plus benefits, including bonuses, stock options, etc.). Multiply that total cost by the 40% figure indicated above. This will help you determine how much you’re spending on an annual basis just on password resets alone. According to Gartner, the average total cost of a help desk associate, including all other perks and benefits, is $80,012 per year. That would mean that for each employee, you’re paying $32,005 just to have passwords reset!
Certainly one of your business goals is to maximize resources while minimizing expenditure. By leveraging self-service automation options to handle even just the one task of password resets, you can dramatically reduce operating costs and improve efficiency at the same time. Of course, this is just one small example of how IT automation and self-service initiatives can have a significant, positive impact on your business.