IT Service Desk Automation
Automating IT Service Desk for
Maximized Productivity
IT Service Desk Automation
Automating IT Service Desk for
Maximized Productivity
The Global Cloud IT Service Management (ITSM) market size is predicted to reach up to a whopping $14.6 billion by 2025, increasing at a market growth rate of 20.3% CAGR. This clearly indicates the huge potential that RPA has in this industry.
RPA, as the most potent technology, can transform all areas with digital IT capabilities, primarily centered around the IT Service desk. The overall impact of automation on the service desk promotes agility and improves process performance for optimum business profitability. With automation taking over, each processing activity is improvised to orchestrate data exchanges, remove manual intervention, and automate responses.
The Struggle is Real for the IT Service Desk Team
The Struggle is Real for the IT Service Desk Team
Rising customer demand
Customers today expect a certain level of preventive service with prompt delivery. They demand accurate resolution of the issues raised with low response time.
Service delivery optimization
IT service desk operations will continue to be laborintensive as companies transition to a digital future. On average, first contact resolution at 74% in 2020, which is expected to rise in the near future. So optimization is the need of the hour to provide a better customer experience.
Real-time communication
As per a survey, around 43% of IT service desk tracks user requests via email. With the list of work requests mounting, it is challenging for the managers to assure real-time communication.
Rising cost of operations
The average cost of using a level 1 service desk agent to manually handle requests is $22. With employee involvement increasing every day, the cost of operations has multiplied eventually.
Rising customer demand
Customers today expect a certain level of preventive service with prompt delivery. They demand accurate resolution of the issues raised with low response time.
Service delivery optimization
IT service desk operations will continue to be laborintensive as companies transition to a digital future. On average, first contact resolution at 74% in 2020, which is expected to rise in the near future. So optimization is the need of the hour to provide a better customer experience.
Real-time communication
As per a survey, around 43% of IT service desk tracks user requests via email. With the list of work requests mounting, it is challenging for the managers to assure real-time communication.
Rising cost of operations
The average cost of using a level 1 service desk agent to manually handle requests is $22. With employee involvement increasing every day, the cost of operations has multiplied eventually.
CASE STUDY
Dubai’s 3rd largest bank modernizes service desk with intelligent automation to automate more than 150 use cases.
AutomationEdge Hyperautomation Platform Benefits
AutomationEdge Hyperautomation Platform Benefits
AutomationEdge Integrations with IT Service Desks
Do you use something else? We can automate that too.
AutomationEdge Integrations with IT Service Desks
Do you use something else? We can automate that too.
CUSTOMER SUCCESS
Venkatesha Murthy share his experience on Digitizing Service Desk Operations with RPA
