Johannesburg, 14 Jun 2021
IT ticketing systems, or issue-tracking systems, are a traditional feature of IT support. But with hybrid work, we’re beginning to build a world in which IT support is drastically altered, saving time and money.
As an outsourced IT service provider, over the past year we’ve been able to reduce the number of tickets issued within some of our clients by up to 45%. That points to massively enhanced people efficiencies and a parallel reduction in costs for clients.
No more 'man in a van'
Through intelligent self-service functionality and automation, we’ve seen a drastic reduction in reliance on “the man in the van” – onsite physical service or support calls which involve additional time and money that could be better spent elsewhere.
But the reduction in IT callouts is only one effect of developments in the way hybrid workforces are supported. These developments – zero-touch devices, devices as a service, self-service, automation and more – have enabled an always-on, secure, flexible working environment, resulting in improved productivity and a better experience for employees who need IT services.
Zero touch and the smart desktop
The cornerstone of the hybrid remote workforce is the zero-touch device, which lends itself to a device as a service model. This means devices are deployed as and when needed and configured and provisioned remotely to support the role they’re used for. Provisioning (specific configurations that you’re provided with to enable you to do your work securely and efficiently) and patch management (ensuring that all software is secure and up to date) are handled remotely and intelligently.
It starts (and often ends) with you
The more effective and efficient we can make self-service as a solution to IT problems, the more time and money we save. Putting the power of IT support in users’ hands – in a way that is simple, effective and not frustrating – empowers them, while reducing friction and costs, and allowing IT departments to work on more value-additive tasks.
The effectiveness of self-help solutions across a large organisation depends on our ability to personalise them. They need to meet users where they are, whether they’re an accountant or salesperson, a 20-year-old or a 65-year-old. This responsiveness is accomplished through the use of artificial intelligence and automation tools.
Automatic for the people
Advanced self-service solutions enabled through automation allow for true end-user flexibility and control. For example, if somebody wants to install a new application, they can trigger a self-service request which automatically checks licence availability, issues the licence and then installs the software for them. All of that is done with a single click. Replacing repeatable steps, and reducing the number of steps in a process, means increased efficiencies.
Computer, heal thyself
In an ideal world, systems that can detect and remediate issues without any human intervention are the ultimate in efficiency and resilience. AIs, event triggers, automation and machine learning allow systems to not only fix issues when they arise, but learn from past system states in order to prevent issues appearing in the first place.
IT support, Uberised
IT professionals are increasingly more focused on supporting the technologies that underpin workforce roles than on physically delivering it themselves. But obviously, when something physical breaks, that still requires a physical intervention. Physical callouts are not completely obsolete. But they are being 'Uberised' – with IT professionals deployed when they’re needed but free to work on more value-additive tasks when they’re not.
Leading technology, deployed to meet your unique needs
In planning and delivering the right solutions for our clients, we’re able to meet them where they are to an exceptional degree. iOCO works seamlessly with existing platforms, technologies, partners and vendors. We have access to the world’s best technology, and the ability to implement solutions in an intelligent, modular fashion, delivered against a value-based framework.
Simply put, iOCO exists to make our clients’ lives better. We will help you deliver device as a service, automated for your hybrid workforce, integrating end-user devices, AI, automation tools, bots and self-service to deliver an optimal employee experience at a lower cost-to-serve.
Written by Simon Edwards, Sales and Engagement Executive and Robert Rutherford, Head of Operations for Technology and Automation at iOCO Manage and Operate
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