Johannesburg, 25 Oct 2021
Enabling employees to be more productive demands modernised IT service management (ITSM) and operations management (ITOM). This is according to Freshworks, who will present a roadmap to modernise IT service and operations management during an upcoming webinar.
The webinar will present the findings of a survey by Harvard Business Review Analytic Services, which revealed that employee happiness and longevity in a position rests heavily on the technology tools employers provide.
Nirmal Krishnamoorthy, product marketing specialist at Freshworks, says: “The survey found that 77% of organisations said good employees will look for another employer if their current job does not provide the tools, technology or information they need to do their job well. In addition, 82% say their employees’ happiness on the job is impacted by how well their workplace technology performs.”
The future of ITSM will be a combination of the human touch and technology to enhance processes.
Nirmal Krishnamoorthy, product marketing specialist at Freshworks.
To deliver an exceptional employee experience, particularly to Millennials and Gen Z employees, organisations should use intelligent technologies to enable flexible, intuitive and easy-to-use tools and services at work, says Krishnamoorthy. “Employees are willing to self-serve; so self service driven by AI chatbots can be deployed to make the experience more engaging and increase employee satisfaction.”
“Other ITSM and ITOM improvements with measurable impact include orchestration to streamline operations management, and omnichannel support,” he says. “Generally, self-service and orchestration tools free up service desks to deal with more complex and high value issues, which enhances agents’ job satisfaction.” By integrating service and operations management with intelligent automation, organisations can reduce the impact of outages and enhance business continuity, he adds.
“A great employee experience translates to great customer experience, which is good for business. The future of ITSM will be a combination of the human touch and technology to enhance processes and the working lives of staff, while also increasing productivity and cutting costs,” Krishnamoorthy says.
Webinar: Intelligent Service Management
A Roadmap to Modernise IT Service and Operations Management
Thursday, 28 October at 10:00 (GMT+2)
The Freshworks Intelligent Service Management webinar, to be presented in partnership with ITWeb on Thursday 28 October, will outline the latest transformational approaches to ITSM and ITOM.
Freshworks experts will discuss the technologies and models that have the greatest impact on employee job satisfaction and deliver the fastest time to value.
For more information, and to register for this event, go to https://www.itweb.co.za/webinar/freshworks-intelligent-service-management/
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