Pandemic-Proof Your Service Desk with Automation for MS-Teams

Pandemic-Proof Your Service Desk with Automation for MS-Teams

Author: Guy Nadivi

I’m going to assume that just about everyone reading this blog post is affected by the global COVID-19 pandemic. As of April 7th, 2020, the New York Times reported that at least 316 million Americans — about 95% of the country — have been told to stay home for at least the next few weeks, and likely longer. That’s forced a lot of organizations to very rapidly change the way they work, and especially for IT, the way they deliver services to an organization’s end users, customers, and partners.

One platform being chosen increasingly more often to deliver those services is Microsoft Teams. When you add automation to MS-Teams, you can create a pandemic-proof way to empower your end users and others with self-service, effectively turning MS-Teams into a virtual service desk operator that’s available 24x7x365

Adding a virtual service desk operator should be high on the list of priorities for IT Operations teams these days, because anecdotal evidence suggests that since the start of the COVID-19 pandemic, their workloads have mostly gone up, and in many cases, way up.

One thing likely to have caused workloads to spike upwards, of course, is the recent & very rapid switchover to remote working.

Numerous government & health officials have encouraged organizations to let their employees work from home, wherever possible, as a way of minimizing community transmission of the Coronavirus.

This created a new reality for those workers, because now that they’re working from home, they can’t just walk over to the help desk cubicle to make a casual request. They might not be able to do it by phone either because the help desk staff is also working from home, and they’re pretty busy right now just trying to maintain the status quo at most organizations.

Maintaining the status quo on its own is a pretty onerous task.

Ayehu’s customers, partners, and prospects have been telling us that IT Operations is already inundated with things like:

  • Application Issues
  • System Alerts
  • Outages
  • And of course the ever popular Password Resets

This represents just a fraction of the many incidents, requests, & projects that IT Operations is responsible for.

Now, thanks to the COVID-19 pandemic, on top of all that, IT has been tasked with this massive emergency project to start supporting most if not all people working remotely. It’s an absolute tsunami of work, and it’s further overwhelming IT Operations staff.

I think everyone can agree that this massive transition to remote working can be categorized as “unplanned work” for just about every IT Operations team.

It just so happens that last month, PagerDuty conducted a survey about the impact of unplanned work on IT Professionals. I’d like to draw your attention to a couple of the results in particular.

Nearly 1/3 of respondents, 31% have said they “considered leaving a job due to too much unplanned work”. That should be pretty startling to anyone in IT management, especially right now, because if 1/3 of your team is thinking about leaving due to unplanned work, what will that do to your IT operation?

This isn’t a hypothetical scenario either, because as it turns out, 21%, over one-fifth responded that they actually have left a job due to too much unplanned work! So again, ask yourself what would happen to your SLA’s, ticket queues, etc. if one-fifth of your IT professionals just got up & walked out? I’m guessing it would drastically complicate things even more than they already are.

During this pandemic, many of you have no doubt heard the term “Flattening The Curve”, which refers to slowing, not stopping, the number of sick people who have to go to the hospital for treatment. Flattening the Curve is all about minimizing the number of cases that doctors, nurses, & hospitals have to deal with simultaneously so that the healthcare system doesn’t collapse.

And flattening the curve, of course, is one of the main reasons so many organizations are justifying sending people home to work remotely.

Flattening the Curve for the Healthcare System

But how about “Flattening the Surge” for IT professionals so that service desks & other operational teams don’t buckle under the strain?

Just like the healthcare system, IT Operations has a capacity threshold too. If the # of daily incidents, requests, etc. come in too high & too fast, IT Operations might collapse. Remember what PagerDuty’s survey said your IT staff might do because of too much unplanned work?

The way to avoid that disaster, the way to pandemic-proof your service desk, is with automation for MS-Teams.

Flattening the Surge for IT Operations

Thanks to COVID-19 causing so many people to work remotely, the NATURE of work is changing. That change will almost certainly carry over once the pandemic ends, and the all-clear signal has been given.

I want to share with you what work might look like post-pandemic from the perspective of Jared Spataro, Microsoft’s Corporate Vice President for Microsoft 365. He recently said:

“It’s clear to me there will be a new normal…… We don’t see people going back to work and having it be all the same. There are different restrictions to society, there are new patterns in the way people work. There are societies that are thinking of A days and B days of who gets to go into the office and who works remote.”

So he believes there’s going to be a new normal, and that new normal involves a lot more remote work for people who, pre-pandemic, found themselves exclusively in corporate office environments.

One of the products Jared Spataro is responsible for is Microsoft Teams, and the market that MS-Teams is in is called Unified Communications. More recently that space has been referred to by Gartner as the Workstream Collaboration market.

According to Statista, Microsoft’s market share in the Workstream Collaboration space has been growing very steadily, but on March 5th, 2020, things took a dramatic turn. On that day, Jared Spataro, who we just heard from, announced that in response to the COVID-19 pandemic, Microsoft Teams would be made available to everyone FOR FREE as of March 10th, even if you didn’t have an Office 365 license!

What happened next was truly stunning. The worldwide number of daily active users for Microsoft Teams exploded from 32 million to 44 million very quickly. An increase of 12 million users, about a 37% jump in basically a matter of days.

That definitely caught the attention of Slack, their top competitor. Slack’s TOTAL WORLDWIDE user base is 12 million users! So with their announcement, Microsoft effectively added the equivalent of 1 Slack user base to their own.

Now just to be clear, here at Ayehu we love Slack. It was the first platform we built chatbots for, and we’ll continue building chatbots that enable automation for Slack because it’s a great platform. But when it comes to market share going forward, the writing’s on the wall, and at least in the near-term, this market is probably going to be dominated by Microsoft Teams.

The great news about that is that Microsoft Teams, like other chatbots, can help flatten the surge for IT professionals by diverting calls or tickets or work away from the Service Desk, and shifting that load to end-users for self-service. Combining Microsoft Teams with automation can do more than reduce work volume though, it can also slash MTTR by accelerating resolutions of incidents & requests, liberate IT staff from doing tedious work & free them up for more important tasks, raise customer satisfaction ratings (an increasingly critical KPI for IT Operations), and last but not least reduce costs.

Let’s drill down a bit deeper on that last value proposition, specifically as it’s often measured by service desks – Cost Per Ticket.

There’s a general industry figure out there, published by Jeff Rumburg of MetricNet, an IT research & advisory practice, that the average cost of an L1 service desk ticket is $20.

However, if you turn any given service request into a self-help or self-service function with a chatbot like MS-Teams, you can drive that cost down by 80% to just $4 per L1 ticket. 80%!

If you’re a CIO, CTO, or any senior IT Executive, and someone tells you there’s a way to reduce your single biggest expenditure on IT Support by 80%, without reducing service effectiveness (in fact, possibly speeding it up), wouldn’t you want to learn more?

If you’re interested in test driving Ayehu NG with all its cool new features & ability to add automation to MS-Teams, download your very own free 30-day full-version trial today.