Workspace Modernization for an Agile Workforce
by RES Software
Desktop strategies for today's enterprises can no longer be limited to managing devices. The way people work has changed, and keeping up with the agility of today's workforce is forcing organizations to identify a digital workspace strategy that can meet new demands. Projects that were once considered tactical - like migrations, system upgrades, virtual desktop deployments and application delivery improvements - are now key enablers to providing the workforce with a digital technology experience that drives productivity and fuels business results.
Please read the attached whitepaper.
Rethinking the Service Desk for the Agile Workforce
by RES Software
When the service desk becomes a bottleneck, employee frustration grows very quickly. As their use of technology changes, the pressure is on for service desk teams to support more devices, new application types, and the demands of a mobile workforce. But, with the average cost of service desk ticket rising, service desk teams need are struggling and need a way out. They need both short-term and long-term relief – putting them into a position to better support the business. Good news: RES Software offers fast and practical support for “shift-left” initiatives, so service desk teams can deliver more value with less frustration.
Prevention Through Proactive IT
It’s not just about quicker resolution times. What if IT could proactively prevent a large percentage of employee-generated tickets each day? Given enough knowledge of each employees’ attributes like role, function or location, it’s not uncommon for 80% or more of IT services to be predictable. And with knowledge of employee role changes, that predictability continues.
By understanding technology uses and needs across the organization, IT can be in the driver’s seat. With the right intelligence and automation, IT can improve how it serves the business and reduce service desk tickets by delivering the right mix of IT services to each employee on Day One. Intuit has put this approach into practice. In one year, their service desk saw 30,000 fewer tickets.
Self-Service to Enable the Workforce
Employees should never be faced with days or even weeks of waiting for IT service requests. What if, with an easy-to-use, consumer-like interface, employees could view the IT services they’re qualified for and make requests that trigger automatic workflows and delivery, so they get what they need instantly? Self-service is fast, low cost and easy – and it empowers employees with a seamless way for IT to engage the business.
The key to effective self-service is to ensure a single destination for all technology needs, including:
- Traditional apps
- Access to cloud services
- Mobile requests and applications
- Fixes for known issues
- Access to relevant data and information
- And more…
IT Services that Understand Context
The rise of mobility and remote workers presents tremendous challenges for IT. Flexible working styles require IT to not only support an employee, but to support that employee across a wide array of device types, locations, and well beyond typical working hours. The technologies that make these work styles possible, such as virtual desktops, application virtualization, roaming profiles and more, are critical to enabling the digital workforce. But they also create a complex, hybrid environment with a host of support challenges for IT.
Context is at the core of many of the issues IT faces today. Even if IT is 100% effective in determining the needs of each employee, those needs are no longer absolute. The technology requirements for each person change constantly, based on:
- Device type
- Physical or virtual desktop delivery
- Geographic location
- Building location
- Variations in network security
- Time of day
- And more …
Improving the ability of the service desk to serve the business requires addressing the changing contexts of employees throughout the course of any given working day. Automatically adapting services and access to technology based on context is the best way to prevent service desk tickets. And projects aimed at modernizing the workspace for employees can have a large impact on service desk ticket reduction.