Despite the promise of self-service, proactive remediation, and shift-left practices, most IT automation initiatives fail. That’s because many service desks struggle to truly automate at the level required to reduce incident volume and ticket costs at a meaningful level. Nor are they able to meet end users’ expectations for a modern service desk experience that empowers them to be self-sufficient.
Automation is difficult. This session led by DXC’s Janine Savoury and 1E’s Steve Melnyk explores one company’s successful implementation of an IT automation strategy that yielded a more efficient Service Desk and improved their Digital Employee Experience (DEX).
What you can expect to learn this session:
- What service desk efficiency looks like based on real KPIs and their effect on DEX.
- The types of automation that have a true impact on incident volume and agent workload.
- Tips and suggestions for service desk leaders looking to optimize organizational practices.