Turbocharge Your Digital Employee Experience Goals With Itsm Automation

Turbocharge Your Digital Employee Experience Goals With Itsm Automation

In the age of digitization, an organization's IT infrastructure plays an essential role in shaping the employee experience. A lot of work done by employees on a daily basis depends on the IT support provided by the organization. However, the traditional ITSM tools can no longer be used for driving your digital employee experience goals. They need to be replaced by advanced and automated tools to obtain the best results. ITSM automation allows you and your IT team to provide personalized services to your employees and automate processes that would otherwise waste your employees' valuable time. ITSM automation through the modern IT service desks helps you provide seamless support services to your employees and improve the digital employee experience in your organization. That sounds amazing, right? This article will discuss how organizations can enhance employee experience with ITSM automation. Before we dive deep into it, let’s understand why traditional ITSM tools are irrelevant in this digital era.

Why Are Traditional ITSM Tools Ineffective Today?

  • Complicated Ticketing System

    The ticketing system provided by the traditional ITSM tools was fairly niche and complicated. This made the platform inaccessible for employees who were not well-versed in technology. These non-technical employees found it difficult to create tickets and obtain personalized solutions to their issues, leaving them confused and helpless. This reduced the value offered by the IT service desk to the employees.

  • Lack of Personalization

    The IT support provided by the traditional ITSM tools often lacked personalization. Whenever an employee was stuck and looked for assistance, the service desk provided generic solutions without understanding the context of the problem. This only added to the issues faced by employees instead of getting them resolved.

  • Inadequate Use of Knowledge Base

    The traditional ITSM tools failed to utilize the treasure of the enterprise knowledge base. The knowledge base is one of the most valuable assets a company owns and stores all relevant information regarding its employees. The traditional ITSM tools failed to use the knowledge base to provide context-based solutions to the issues faced by employees.

  • Performing Time-consuming Repetitive Tasks

    IT employees often spend a large amount of their time performing repetitive activities such as resetting and changing employees' passwords. As some other employees always need to make these changes, the IT department is often carrying out these processes. This distracts the employees from the core business processes and makes them spend their time and effort performing repetitive tasks.

  • Issues With Prioritizing Cases

    While prioritizing cases by the support agents is vital for first solving the more prominent cases, it often leads to the employees suffering basic cases. The traditional ITSM tools made the support agents look into the more complicated issues cases first, making the other employees wait to get their cases resolved – a task that could have been accomplished within a few minutes.

  • Difficulty In Providing Software Access

    In 2022, almost every small, medium, and extensive organization uses CRM platforms and other software for carrying out business processes. The traditional ITSM tools were hardly sufficient in providing employees with easy access to these platforms. This often resulted in a delay in the tasks to be completed by the employees.

Driving Digital Employee Experience Goals with ITSM Automation

As business processes have gone digital in organizations across the board, the traditional ITSM tools fail to provide an ideal work experience to the employees. This calls for ITSM services to become automated and virtual to cater to the specific needs of your employees. As reported by APM Digest, IT leaders believe that 90% of employees are satisfied with technology at work, pointing out that the perception and reality of the digital employee experience may differ.

  Statistics on digital technology adoption

The modern IT service desks automate the support provided to your employees and several tasks performed by them. Instead of providing generic support to all employees, these tools help you tailor the IT support according to the specific needs and preferences of the employees. Implementing a modern IT service desk like allows you to increase employee engagement, productivity, and retention within your organization. This leads to improved employee experience via digitized tools.

Here are some of the most critical ways in which ITSM automation with helps you provide a holistic experience to your employees:

  • Integrating IT Service Desk with Collaborative Platforms

    The automated IT service desks can be integrated with collaborative platforms to leverage their overall functionality. This helps your employees obtain streamlined and automated support on the collaborative platforms they use for work daily. This way, your employees can avoid switching to a different platform to seek IT support and save their valuable time.

    Integrating your service desk with a collaborative platform also helps your IT team to reach out to your employees and provide them with seamless support on a centralized platform.

  • Twitter-Age Knowledge Management that Provides the Right Information

    ITSM automation helps you in making the most of your enterprise knowledge base. If you feed your knowledge base with relevant data, the modern service desks help you understand the context of the issues faced by your employees and extract personalized solutions from your database. This helps your IT team to pay personalized attention to the individual needs of all your employees.

  • An Invisible Ticketing System

    ITSM automation relieves your employees from the complications of manual ticketing processes. It allows employees to auto-resolve their issues with ease and efficiency by invisible creating tickets. The modern IT service desks facilitate the creation of support tickets simply by chatting with the platform. A simple chat would create a case for the concerned employee and route the same to a support agent.

    The service desk would keep track of the case and update the employee while the agent handles it through automated notifications. When the issue is resolved, and the employee is satisfied with the response, the service desk would automatically close the ticket and store the case details for future references. This way, ITSM automation helps your IT team provide personalized support to your employees without them having to make any effort to create support tickets.

  • Interaction With AI-powered Smart Chatbots

    The automated IT service desks implement conversational AI to simplify the process of obtaining support for your employees. It allows them to interact with AI chatbots regarding their issues and the processes they are willing to automate. The chatbots play the role of support agents and provide the first level of support within seconds.

    Whenever your employee raises an issue using the IT service desk, these virtual assistants consider the historical data about the concerned employee and scan the knowledge base to obtain the most suitable solution. They instantly revert with the answers, helping the employee get back to work on the same collaborative platform. Employees can also get their cases routed to support agents by interacting with conversational chatbots. A simple command in the chat would make the chatbots send the case details to an agent who would look into the matter. Once the agent has a solution/answer, the chatbots will immediately carry the same to the employee. This helps your employees in obtaining IT support simply by conversing with the bots that understand the context of their issues.

  • Automated Notifications Through Collaborative Platforms Like MS Teams and Slack

    ITSM automation allows you to send important notifications to your employees through the collaborative platform they work on. Irrespective of the channel they are on and the device they are using, the modern IT service desk makes sure that your team is notified about all relevant updates regarding their job or the organization in general. ITSM automation allows you to keep your employees notified about system outages/changes, new employee benefits, important dates/deadlines, and any other information necessary for your team members.

  • Automating Mundane Tasks and Process

    An automated IT service desk relieves your IT employees from undertaking repetitive processes like changing and resetting passwords. It allows your employees to make these changes simply by chatting with the service desk. A simple chat would initiate the process of password change/reset, verify the user's identity, and get the job done in a few seconds.

    This allows your IT employees to focus on more critical aspects of their jobs instead of being occupied with undertaking repetitive processes.

  • Seamless Change Management

    Whenever a new software tool (or a new version of an existing tool) is implemented within an organization, employees often have several questions regarding the change and may face difficulties adapting to the same. ITSM automation allows you to provide seamless assistance to your employees as they get used to a change implemented within your organization.

    The modern IT service desks integrated with collaborative platforms provide your employees with personalized assistance in using the new tools and answer all the questions they may have. It also allows you to train your employees through microlearning. By adding relevant and engaging training materials to your knowledge base, you can make change management more accessible and more effective for your employees. 


These are some of the most effective ways to improve the digital employee experience within your organization via ITSM automation. The need for automation in 2022 and 2023 is at its peak, and it is advisable for organizations operating at all scales to switch to automated platforms to provide streamlined employee support.

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