You’ve dedicated a lot of time and energy into building an IT department that is highly qualified. You’ve probably also invested a good deal of money into providing that team with the advanced technology they need to do their jobs more efficiently. What you may not realize is that the secret to sustainable success, not just in IT, but across the entire organization, may actually lie with the end-user. In fact, when it comes to productivity and competitive advantage, self-service automation might just prove to be your ace in the hole. Here’s why.
What is self-service automation?
Before we delve into the many business benefits self-service operation has to offer, it’s important to first understand just what this term refers to. Essentially, self-service technology empowers non-technical employees across the enterprise by allowing them to proactively perform a variety of routine and ad-hoc tasks and processes. This could be as simple as resetting a password or generating a report, or as complex as initiating and carrying out the new employee onboarding process.
Why is self-service automation such a powerful tool?
There are a number of advantages to employing self-service technology in your organization. From an end-user’s perspective, not having to wait for a help desk agent to complete the task in question can save a tremendous amount of time. Imagine if a user is locked out of his or her workstation and submits a help ticket, but all available IT agents are busy putting out bigger fires elsewhere. In the meantime, the end-user cannot perform his or her work duties. Multiply this by several users and you’ll see a significant hit on overall organizational productivity.
Now, imagine this situation with self-service automation instead. Rather than opening a help ticket, the user could take the necessary steps to regain access without having to involve IT at all. The employee saves time and can get back to being productive again much more quickly.
Self-service automation makes everyone’s life better.
Now let’s take a look at that same example from an IT agent’s perspective. Do you know how much time is wasted performing routine tasks such as password resets and system restarts? Essentially, you’re paying a highly skilled IT professional (or several) to do mundane work. By shifting this responsibility back to the end-user, you free up your talented technicians to be able to apply their expertise toward more mission critical tasks and projects. This is a much better allocation of resources for the organization.
And while many IT staffers may initially resist the idea of a self-service portal, they almost always change their tune once they experience how liberating it can be for them. Even lower-tier and entry level personnel can benefit, as they will have the freedom and flexibility to focus on improving their skillsets and making themselves more marketable.
Overall, self-service automation can improve productivity of employees across the board. When everyone is optimizing their time and work is being completed at a more efficient rate, the company as a whole will perform better. The better your company is running, the higher your customer satisfaction rates will go and the more traction you’ll be able to gain against the competition. In other words, with self-service automation, everyone wins.