Service Desk costs optimization


Optimizing the costs for service desk, assistance and support services is an extremely contemporary issue.

In fact, due to current economic situation, also undermined by Covid emergency, companies around the world quickly had to face new challenges related to smart working, to assistance, to new ways of providing support and to the management of internal IT services and to those directed to their customers.

In these months, there has been a sudden need to quickly respond to certain situations, such as supporting new ways of working, for remote employees, and finding methods to accelerate new digital transformation strategies. These circumstances have created multiple new priorities for IT departments, which had to organize and plan new services and change traditional ways of supporting them.

Parallel to the organization of these new ways of providing support, among companies' priorities, there still is cost containment, related to service delivery.


How and why limiting service desk costs?

Companies must always find the right compromise, between providing effective, problem-solving support services, which can create value for users, and a constant focus on service costs and reducing the loss of employees' productivity.

Containing service desk and support costs is, therefore, an ongoing and strategic priority, which is often solved through an increased use of self-service tools, automation of specific procedures, and the use of dedicated technology, to support new ways of working, across multiple branches.

The implicit complexity of optimizing service desk costs could turn into a major opportunity for IT, which could make long-overdue changes.
In fact, through the adoption of three key factors, which will be described later, it is possible to optimize service desk costs.

The three factors that help optimize service desk costs

Optimizing service desk costs can be facilitated by following these three factors: increasing the Knowledge Management process, adopting automation and Artificial Intelligence strategies and, finally, pushing on the use of self-service tools.

Here are the three factors, in detail:

1. Increase Knowledge Management process:
This IT Service Management process is one of the most frequently adopted among IT support and service organizations, but it is often put to limited use. In fact, many service desks use Knowledge Management to resolve a small percentage of Incidents, so one of the main suggestions is to push for more and better use of this process: sharing knowledge as best as possible, making it available through the most appropriate channels and tailoring it to the type of support offered.
Increasing this process means being able to also raise the knowledge required for faster ticket resolution.

2. Automate processes, also through Artificial Intelligence technologies
Automating processes leads to improved, faster and optimized service. A further boost to this factor can come from the adoption of AI technologies, which can speed up problem identification and resolution procedures.
Process orchestration and artificial intelligence systems are enabling technologies for quick resolution of problems and simpler requests, streamlining service desk operators’ queues and letting them handle more complicated and time-consuming tickets.

3. Adopt Self-Service Strategies
Providing self-service capabilities is a well-known, cost-optimizing factor, but it still needs to be implemented and adopted by many organizations: it should not be forgotten that self-resolution of an issue costs about one-tenth of a ticket handled by an IT support team. A self-service strategy guarantees both a reduction in tickets taking charge and management times and a greater satisfaction for users, who can independently find the information they are looking for.

Optimized service desk costs with HelpdeskAdvanced

Among the winning features of Pat's Service Management solution, there is the optimization of service desk costs. HelpdeskAdvanced, in fact, provides all the functions needed to limit service costs.

HelpdeskAdvanced puts among its main processes, the one of Knowledge Management: in fact, thanks to the Knowledge Base, available in collaborative logic, users can consult the solutions and indications published in it and previously discussed. Thanks to the search engine, moreover, users can easily find solutions to the problems and needs they require.

Pat's solution bases its functional logic right on the automation of processes, to speed up and orchestrate the procedures for releasing company services.
The engine behind HelpdeskAdvanced automates activities, assigns them to operational resources, optimizes tasks, execution and management times. Among the main benefits, in terms of performance, the automation of HelpdeskAdvanced services leads to a significant reduction, in waiting times and service latency, greater control over errors and delays and to the increase of overall productivity of the Service Desk, reducing costs.

Main self-service features are available in HelpdeskAdvanced portal, where the Service Catalog is published: each user can independently identify the category, to open the request or the ticket. In addition, HelpdeskAdvanced also publishes a section of FAQs that can be associated to specific services, to catalog elements and searched by reference tags. A concrete help for users who can consult this Knowledge, easily and in complete autonomy, directly on specific areas of the catalog, or according to search parameters.