ITSM in The New Normal

The COVID-19 pandemic has brought in many changes that seemed implausible only a few months ago. The extended period of remote work coupled with ongoing business and productivity demands has really challenged organizations. The best way forward is to a well thought out strategy for the meantime as well as the preparation to return to the workplace. 

The workforce has shifted work locations and work times due to the current climate. Having the flexibility of an omnichannel experience, where they need it and when they need it, is critical”

 – Joy Su, Sr. Director of Product Marketing, Freshworks

In a broad sense, employees working outside the office present businesses with a consumer-like support environment. This requires resetting expectations and expanding coverage and offerings to meet the needs of a more distributed workforce.

  1. Reexamine your SLAs. In a work-from-office set up, employees are used to a certain level of engagement or SLA. In the new shelter-in-place WFH model, most conversations are via Slack, Zoom, and other real-time platforms. As an employee, there is a tendency to expect your issues to be addressed with the same sense of urgency as a conversation on Slack or Zoom. It’s therefore critical to level-set employee expectations around resolutions times. Also, use this opportunity to beef up your knowledge library to guide employees for expedited self-help.
  2. Increase automation via AI/machine learning. Use automation to turn mundane, routine tasks into self-service tasks. Incorporate an AI/ML layer into the self-service process to learn and solve similar incidents. Train your Bots and your AI platforms to provide context-rich information in natural language to your requestors. In the “new normal”, there’s a higher WFH workforce with additional needs that may result in additional service tickets. More often than not, many will fall into common issues such as account lockouts or password resets. By automating common requests, the service desk agents are freed up to handle critical issues quickly.
  3. Offer an omnichannel experience, anywhere anytime. The workforce has shifted work locations and work times due to the current climate. Having the flexibility of an omnichannel experience, where they need it and when they need it, is critical.

With an employee-centric approach to business, Freshworks has always put the health and safety of our employees first. While leveraging our experience in delivering the best employee experience and service management, we created solutions that will help our own employees, as well as employees of other enterprises, return to work. Explore how to adjust to the new normal and plan to return to work with ease using Freshservice.