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Self-service: help employees to help themselves

In the second of his series of three articles, James Bunce explores how self-service IT is key to implementing successful agile workspaces and empowering employees.

In part-one of this blog series examining the findings of recent research from Capita and Citrix, we looked at the increasing drive towards building agile workspaces. A key part of which is self-service IT, which we will look at in more detail in this blog.

In recent years, self-service has become common in many areas of our lives, and these days it is possible to complete any number of tasks without needing human input. From self-service tills in supermarkets to checking in at the airport, the journey which began a long time ago with the launch of the first Automated Teller Machine (ATM) in 1967, has had a significant impact on how we expect to interact with co-workers and organisations. Now, self-service is increasingly playing a central role in improving the IT user experience and managing IT support.

The world of work is no exception to this trend; increasingly, organisations have sought to make it possible for employees to use self-service support channels. Creating an agile workspace where it is possible for employees to use self-service support rather than needing to contact the IT team can bring several benefits. Not only is it more straightforward for employees but it helps to increase organisational efficiency, reduce the amount of IT resource needed for support, and lower operational costs.

This shift is borne out by the research findings, with almost two-thirds (64 per cent) of CIOs stating their organisation has implemented IT self-service tools, with a further 30 per cent planning to do so in the next 12 months.

Download the full report on Capita and Citrix’s research:

Delivering Digital Transformation Demands Agile Workspaces – Where are Organisations Today?

However, while the adoption of self-service is on the rise, the research also revealed there is still work to be done around really employing it to its full effect. While 86 per cent of the organisations that offer self-service feel support tickets have been reduced to some extent, the significant majority (83 per cent) of all CIOs are still only finding out about IT problems via calls made to the IT helpdesk.

Today, most employees are so used to easy-to-use slick consumer devices, they expect that technology ‘just works’ and for much of the time technology operates unnoticed in the background. The reality is most staff only think about IT when something has gone wrong. The key takeaway for CIOs is that organisations can’t simply roll-out self-service and then stop there.

There must be a continual focus on understanding how employees are using the service to genuinely improve how it is delivered. Further, if employees only contact with the IT department comes when there is a problem, it is imperative that organisations make this experience engaging and positive.

This was first published by Capita IT and Networks.

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James Bunce

Sales and marketing director, Capita IT Services

James has spent his career leading client engagement in both enterprise and SME customers, developing partner relationships that support the overall client engagement strategy and delivering successful outcomes based on aligning technology innovation with a passion for customer excellence. Joining Capita in 2016 and with a background in strategic consulting, organisational change and IT infrastructure managed services, he is responsible for delivering our external growth in IT Services by providing new and relevant approaches to technology transformation and adoption for clients.

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