Higher user expectations. Greater demand. More responsibility. But no increase in staff or money.

A typical day-to-day picture of an organization’s service desk.

Despite the role your service desk plays in supporting your company, it’s highly unlikely your CEO is going to congratulate you with more budget because you’re doing a fantastic job. More likely, staff and budget will remain static while your service desk deals heroically with piles of tickets.

And let’s face it, technology isn’t always a help. In fact, technology now enables your service desk managers to do a lot of the operations department’s jobs too, like patch management or installing software at customer request. And if you’re not geared up to deal with that increased load, you’ll find things slipping farther behind.

Service Desk Automation

With this blog, we’re introducing a series of helpful articles about service desk automation and what it can do for you. In the series, we’ll walk you through three proven avenues for making successful service desk automation actually happen.

Because here’s some good news: Your current staffing, budget, and infrastructure can easily deliver far more.

We’ll also describe real-world success stories, all underpinned by Ivanti’s experience in working with thousands of service managers over the last 20 years—and according to best-practice strategies that we’ve seen proven time and again.

So let’s hit the road and get moving! You’ll see how to cut your backlog of incidents, increase first-call resolution, and use automated self service to deliver more with the resources you have now.

The next blog in this series will explore how service automation and workflow is satisfactory to everyone.

Can AI-powered ESM help organizations maximize their IT operations to deliver better digital employee experiences? Read our latest report: AITSM: How AI is redefining IT service desk automation

Check out our other posts in this series: