Self-service IT automation is becoming more of the norm rather than the exception. In fact, one survey conducted by SDI revealed that 61% of businesses were focusing on some type of self-service initiative. It’s not just for making your customers’ lives easier, either.
Many organizations are realizing the benefits of providing self-service options to employees. This eliminates the need for many of the common issues plaguing the IT help desk, such as password resets and system refreshes. If you’re thinking about jumping on the bandwagon, here are a few common mistakes you can proactively avoid.
Inadequate Communication – If you want your employees to adopt and embrace self-service IT automation technology, you have to ensure that they understand its many benefits. This is particularly important for your IT team, some of whom may feel uneasy or even threatened by the thought of automated technology handling some of their processes and workflows. Gain acceptance and buy-in by communicating how self-service options will actually make the lives and jobs of everyone easier and more efficient.
Lack of Knowledge – What types of activities can you – and more importantly – should you be transitioning over to self-service IT automation? Many otherwise savvy IT decision makers rush into self-service implementation before they have an accurate understanding of what business processes are most beneficial to automate.
Take time to learn about what’s bogging down your IT team. Also, explore what areas the end-user might not only benefit from, but actually appreciate the ability to handle things on their own.
Not Choosing a Platform Carefully – Not all self-service IT automation platforms are created equal. As such, if you don’t carefully and thoroughly do your homework, you could end up with a less-than-ideal result. Not only does implementing a faulty tool mean more headaches for your IT department, but the frustration of users could lead to disengagement, resistance and/or complete lack of adoption.
Make sure the platform you choose is robust, user-friendly and versatile enough to handle both full and semi-automation needs.
Setting It and Forgetting It – Like anything else in tech, self-service IT automation isn’t something that you can simply put in place and never think about again. Not only is it important to keep up to date from a technology standpoint, but it’s equally important to ensure that the system you have in place remains as effective as possible.
Conducting regular audits of the IT department and end-users can help you determine whether new tasks and workflows could be automated or if existing ones could benefit from a little tweaking.
Forgetting the Intangibles – Last but not least, maintaining an environment in which self-service IT automation is embraced and celebrated involves regular assessment and selling of the benefits this technology provides.
When calculating ROI, don’t forget to also consider the intangible ways self-service is good for your organization, particularly how it allows IT to improve its meaningful contribution to the organization. That is a value that can and should be recognized across the board.