As more and more organisations focus on using self service technologies to reduce the workload on IT functions caused by servicing user requests, (password resets being the prime example) you’d be forgiven for thinking that the IT department spends its
time on resolving interesting, unique IT problems, or on driving innovation and change. Not so – in reality many IT support workers are still carrying out mundane tasks which take up large chunks of the day.
Talking to customers we’ve identified the top 5 most time consuming tasks for IT support functions in large organisations:
1. Event diagnosis
The initial detection and diagnosis of error conditions or exceptions to determine appropriate actions – things like running test commands and checking the results, or looking through log files
2. Execution of standard operating procedures
Sometimes called “runbooks” these are step by step action logs which IT technicians follow to ensure consistent execution of tasks
3. Managing approval processes
Ensuring that the appropriate IT or business decision makers have been informed and agreed to changes or actions which may have an impact. Put simply – asking for permission/covering your own back
4. Managing escalations
Ensuring that problems or requests which can’t be handled at first point of contact are escalated to the right expert first time, every time – and then acted upon - so that they can be resolved quickly
5. Documenting activity
No matter how quickly you can type, writing everything down takes time. Recording what was done, what worked and updating the relevant records to improve the activity next time it happens
The good news for all hardworking support staff is this; all of these activities, and more, can be delivered by technology using advanced automation. Getting the IT department to focus on things that really matter, is absolutely possible with the adoption
of functionality which exists today.
By adopting expert systems to manage repetitive tasks, companies can ensure they allocate staff time effectively to get the most out of them; helping with their career development and ensuring that IT is supporting and enabling business growth.