6 Ways to Leverage Self-Service IT and Free Up Valuable Time

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Centralize the Answers

Centralize answers so they can be found quickly.

Ninety-one percent of users prefer reading a quick how-to or browsing articles for answers instead of sitting on hold or waiting for an email reply. Empower users by creating a self-service library they can easily search through on your website. Take a page from the elite brands – what are they doing right? Searchability: easy to find answers in a knowledge-base and surfacing relevant suggestions.

When IT solves a problem, immediately publish the solution to the forums and database – because it's easy to find in two places – you're cutting out guesswork, while the community is informed and aware on updates, or changes.

According to a recent survey conducted by the Help Desk Institute (HDI), 86 percent of IT departments said they felt pressure to show value to the business. With that kind of pressure, IT needs to think bigger about their direct impact on the business. Meaning IT must get out of the weeds – no more changing toner or addressing the same questions time and time again.

Self-service is the single most effective way for IT departments to elevate the level of support and help they provide. Moreover, self-service oriented companies save funds by helping consumers and employees help themselves when it comes to high-volume, low-risk requests. And, there is little downside. Consumers get an efficient, convenient experience by having smart, time saving integrations at their fingertips, without relying on a traditional high-touch model. 

In this slideshow, Atlassian provides six ways to alter IT support by harnessing what's trending in technology right now. By implementing industry best practices and focusing on tips that enable your team to work smarter, instead of harder, readers will leave with actionable insights they can integrate into their daily routines.

 

Related Topics : A Big Market for Big Data Jobs, Midmarket CIO, IT Management Automation, SharePoint, Technology Markets

 
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