Forgive us for starting with a very blunt question…
Is your IT help desk an asset or an overhead that drains your resources?
Service desks don’t come cheap and, therefore, most large organizations monitor their performance. Management jumps on statistics that are easy to benchmark:
- Number of open tickets
- Ticket resolution time
- Customer satisfaction
The focus becomes driving down the cost per ticket
Service desks are labor intensive, with approximately 70% of the costs resulting from salaries, benefits, and training. Figures show the average cost per ticket is almost $16, but that figure contains a wide range of variation. Depending on the needs, structure, and support capabilities, the cost per help desk ticket can approach $50.
Hopefully, the answer to our original question was that your IT service desk makes a positive contribution.
It should support the utilization of technology that enables your business to thrive. But, when you’re starting out on the road to digital transformation, you may find that the service desk slips into a non-productive mode.
We’re not suggesting that your staff might be taking it easy
What’s more likely is that, as new software is introduced, help desk staff may be bombarded with support requests. As a result, their energies are spent ‘solving’ the same issue for user after user.
When an organization is undertaking a major project with considerable investment, surely the last thing it needs is to be doing is spending where it’s unnecessary. An IT service desk shouldn’t have the role of helping users understand self-service for a changing technology system.
An IT support desk can be a major asset to a Digital Transformation project… when it is used to address genuine technical issues. The answer is to take the strain off the service desk by using effective adoption software.
This software supports users and highlights where things are on track and where extra resources are required. Users enjoy the power of discovery, working their way toward solutions. Users don’t enjoy waiting for a service ticket to make its way to the top of the pile.
With Digital Adoption Platform’s like ADOPT, IT service desks using systems like Service Now can become real supporters of the digital transformation journey. You can use them to monitor the processes and systems performance. They can concentrate on managing the IT assets of the organization and they can take the lead in coordinating responses to incidents.
We need to move away from the idea that service desks are the go-to instructor for new software. It’s time we saw it as the function that unites the users, processes and technology that drive business success.
For more information on how to coordinate your Digital Adoption with your IT support, request a demo of our ADOPT solution. See how your technology investments can complement one another to deliver a quality user experience at lower cost.