The concept of self-service automation may seem foreign to some, but in reality, it’s become a part of our everyday lives. Every time you use the ATM or online banking to transfer funds, cash out your groceries at in the self-checkout lane or even walk through an automatic door, you’re engaging with self-service automation technology. In the workplace, this concept is revolutionizing how people across the entire organization do their jobs. Still not sold on the benefits of self-service automation? Here are a few reasons you may need to change your thinking.
First, it saves time. When you think about the role of traditional IT in the workplace, it’s amazing how many delays and bottlenecks exist. Take, for example, something as simple as a password reset. In the past, this would require the end-user to call or open a ticket to the help desk. Then what? He or she would have to wait until the ticket was seen, processed and resolved. By shifting the ability to reset passwords back to the person who is requesting it, this wait time is eliminated.
Using the same scenario, we can also conclude that self-service automation can boost productivity levels. During the time that the end-user spent waiting to hear back from the help desk, he or she was unable to work, because the systems needed could not be accessed without a new password. Now imagine if the IT department was backed up, causing longer delays than usual. That wasted time translates to a significant decline in productivity. With a self-service reset, there is minimal interruption of workflow.
Which brings us to our next logical point: self-service options can save an organization money, and not only in decreased downtime / increased end-user output. What do you pay your help desk employees per hour? Now, think about how many of those hours are wasted on menial tasks, like password resets, which, according to Gartner, account for between 20% and 50% of all help desk calls. Forrester Research estimates the average labor cost associated with a single password reset is about $70. So, theoretically, that’s how much you could be saving for every single self-service password reset request.
So, what about the IT department? How does self-service automation benefit them? Simple. Because it removes much of the tedious day-to-day tasks, experienced personnel are freed up to apply their skills to other, more mission-critical projects. This optimized reallocation of valuable resources can result in a much better run organization overall. Furthermore, by removing menial tasks from IT and empowering the end-user, morale will also improve. In other words, everyone wins.