Faster, Better, Smarter: The Who, What, and Why of Modern Service Desks



In a perfect world, we wouldn’t need service desks because our business systems would never fail and nothing would ever go wrong for employees, partners, and customers. However, the reality is that service desks are key to keeping an organization running smoothly.

Companies that don’t prioritize modernizing service desk technology risk falling behind when it comes to improving productivity and cutting costs. The role of traditional service desks was to record and respond to problems. They were reactionary and retroactive. Oftentimes they provided a negative user experience because they were slow, ineffective, and outdated. Traditional service desks found it difficult to keep up with the demands of users or the rapid changes in technology.

Enter the modern service desk. Even though modern service desks still work with problem management and user issues, they are faster, better, and smarter than ever before. They empower the modern workforce to be more productive, collaborative, and people-centric. BMC’s Remedy Service Management suite enables employees to be up to 75 percent more productive, and the technology provides self-service, mobile compatibility, and context-aware insights.

Businesses must be mobile, adaptable, and up-to-date on current technology to provide a good experience for their employees, partners and customers. This is where BMC has the tools to help. Let’s take a look at the “who, what, and why” of Digital Service Management:

1.    Who Uses Service Desks?

In 2015, millennials became the largest generation in the workforce with 53.5 million workers, according to Pew Research. Millennials have different priorities, skills, and needs in the modern workplace, the most important of these being the need to use up-to-date technology. A PwC survey reports that millennials expect to have the same modern technology that they use in their personal lives to empower them in the workplace, so much so that 59 percent said that technology was a factor when considering a job. Furthermore, over 50 percent said they use their own devices at work and 78 percent said technology makes them more efficient.

Millennials are now the majority of people using service desks both as employees and customers, which requires businesses to upgrade their service desk technology to meet their needs and expectations. While many people still view service desk workers as the employees who are talking to frazzled employees, partners, and customers and solving their IT problems, what’s often overlooked is how much technology is involved in disseminating the right answers to the right people at the right time.

Service desk workers need reliable tools to provide the best experience to employees and customers. Just like millennials wouldn’t go to a doctor who hasn’t updated his or her medical equipment since 1968, it’s vital that IT departments use solutions that match the modern technology used throughout the rest of the organization. Only then can customers and employees receive top-notch service when they need it the most.

2.    What Does The Modern Service Desk Do?

Service desks are designed to prioritize and solve problems, but they do much more. Just ask these two global companies.

Service agents at telecommunications giant Vodafone receive 250,000 ticket requests per month from its 150,000 on-site and remote employees. With that many users, IT service interruptions disrupt productivity and bring workflows to a grinding halt. BMC MyIT puts digital self-service tools directly in the hands of employees, so they can take immediate ownership of issues for quicker resolutions.

MyIT gives users access to a central repository of resources, including a crowdsourced collaboration platform, and a self-service app store. Accessible from desktops, laptops, and mobile devices, workers can resolve the most frequently requested service tasks on their own. The intuitive digital experience reduces worker frustration and downtime through formless requests and context-aware services, and it also improves job satisfaction through ownership and reduces support costs through self-service rather than being controlled by IT.

Furthermore, MyIT helps Vodafone redirect level-one calls or avert them altogether, freeing up IT teams for higher-priority issues. Should employees require further assistance, service desk agents provide personal, one-on-one service via phone, chat or Skype.

Karine Brunet, Head of Technology Shared Services Center at Vodafone, explains, “MyIT is more than just an interface, it’s a customized way to access the applications. So, it’s not about an end user anymore, it’s about ‘my profile,’ ‘my needs,’ and ‘my services.’” She continues to say that MyIT gives Vodafone a way to “deliver more productivity for end users, so that IT is not an issue anymore.”

Modern_service_desk_blog2Another great example of a company using digital service desk technology to empower its workforce is Lockheed Martin Aeronautics Company. The company aims to build one F-35 fighter jet every day, which means that its IT department has to keep its applications running smoothly, diagnose problems quickly, and reduce downtime.

The company uses BMC Atrium Configuration Management Database (CMDB) and BMC Discovery to help its employees meet this goal. They must understand the interactions across applications and infrastructure, reduce the number of outages, decrease the mean-time-to-repair (MTTR), automate building and maintenance for the company’s architectural models, and analyze reports to understand architectural model patterns.

Enterprise Architect at Lockheed Martin Shridhar Sreekanth explains, “Everything ties back to the fact that the people who support the business have to be aware of what systems are out there and what those systems are doing. The BMC solutions are providing that awareness.”

3.    Why Do Modern Service Desks Matter?

The company service desk is where customers and employees turn in times of need. In today’s digital business world, they expect personalized service, and they’ll go someplace else if you don’t provide it. Organizations that equip their IT teams with digital tools to meet those expectations report better worker morale and higher employee retention, especially with millennial workers.

Although not all work orders are emergencies, when they are, service desk failure can be catastrophic to business processes and customer service reputation. Resolution staff needs to be ready, agile, and responsive because when systems and devices are offline, seconds are the new minutes.

The best service desk solutions run invisibly in the background and make the resolution services you provide look effortless. Digital Service Management uses innovative technology and a human-centric view to provide systems that include cloud, Internet of Things, social and mobile. BMC offers four Digital Service Management products that increase productivity, reduce frustration and improve customer satisfaction, which is everything businesses need to be industry leaders. The four products are:

  • Remedy Service Management: An innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience to make your organization more productive
  • Remedyforce: Built on the platform to enable high-speed organizations to efficiently manage IT services for productivity and innovation, while reducing complexity and realizing value quickly
  • MyIT: A self-service app that uses formless requests, context-aware services, crowdsourced collaboration, location, role, and preferences to guide employees to the answers and tools they need
  • Discovery: An automated solution for discovering data center inventory, configuration, and relationship data to map business applications to the IT infrastructure

BMC’s Digital Service Management tools work with the other three Digital Enterprise Management pillars to provide a comprehensive digital service. Together, they empower every business to be a digital disruptor in their industry. Each pillar and their related services aim to provide users with the tools they need to help themselves, employ automation techniques, increase their productivity and decrease their costs. Digital disruption is inevitable in today’s modern and fast-changing world. It’s now up to industry leaders to take their companies into the digital age and provide their customers, clients and partners with the services they have come to expect.

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