ITSM modernization for retail is focused on no-code platforms that offer enterprise integration and automation with self-service. Download the InformationWeek study to review top challenges for ITSM in Retail.
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Without rock-solid IT infrastructure and impeccable support desk performance, retailers are dead in the water. This is especially true in today’s fast-paced consumer landscape, which lends itself to minimal brand loyalty and extreme ease of switching between retail outlets.
To help improve service desk outcomes, IT leaders in retail are turning towards no-code ITSM platforms that can offer improved automation and enterprise integration with better self-service capabilities.
ITSM teams in retail often run lean – driving a need for better self-service portals.
With high ticket volumes and increased demand, automation is top priority.
Enterprise integration and workflow is the top trend to follow for IT leaders in retail.
An InformationWeek market study, “State of ITSM for Retail ” has identified core initiatives for IT Service Management (ITSM). The study shows that there’s a big need for automation to cut down on administrative costs and improve SLAs, as well as a strong drive toward self-service functionality, emerging technology, and ways to extend ITSM innovation to other retail departments via Enterprise Service Management (ESM) with enterprise data and system integration.
When compared to other sectors such as hospitality, finance and manufacturing, IT teams in retail show relatively low maturity performance numbers around IT service delivery. This is likely due to retail IT teams being pulled into many time-sensitive fire drills and projects without having the right technology to support their own teams.
Compounding this issue is the fact that many retailers depend on ITSM platforms that require deep technical expertise for simple changes to workflows, forms, and fields. Many retailers never get to these changes, leaving the ITSM team with a very expensive yet basic system.
While there are certainly best-in-class outliers, the stark reality for IT service delivery in retail is that most organizations are struggling to implement the basic functions and best practices of ITSM, let alone engage in more sophisticated best practices like automation. Compared to other sectors such as finance, manufacturing, and hospitality, retail is the least mature when it comes to IT service management.
One of the reasons these teams remain stuck in manual processes is developer backlogs. Nearly one-third (30%) of respondents say it takes three months or longer to get even the simplest automations through the developer pipeline, and an additional 10% don’t even know how long the process takes. This exposes a huge opportunity for retail ITSM – if equipped with no-code enabled ITSM platforms.
The market study revealed that over a quarter of the system administrators are spending five or more hours a week handling repetitive requests from business stakeholders. With 58% spending 5-10 hours a week or 2-3 months a year. Much of this work could be automated – and it does not require a dev team to do it.
With no-code ITSM platforms, the system offers a library of connectors for enterprise integration along with a visual flow builder to create both basic and highly sophisticated automation.
Less than half—43%—of retailers have a self-service end-user portal. This means that the majority of associates helping customers on the floor, in customer chats, and on customer service phone lines cannot quickly get back to work unless they themselves call the service desk for help. What’s more, even when a self-service option is in place, it’s often ineffective at answering questions or resolving quick requests.
Deploy a single portal with an easily searchable knowledge base and integrated service requests.
Use a chat feature that incorporates forms, integrations and automation to greatly reduce response times.
It’s completely customizable, there’s not a lot of work to maintain it. It just works.
Alex Turek
Service Desk Manager
Festival Foods
A lack of resources, lower maturity ITSM tech, and high ticket volume are combined to create the perfect storm. To help address these issues, many IT leaders in retail are looking to do a much-needed ITSM tech refresh project with an eye towards automation.
The InformationWeek survey showed that 62% of respondents name digital transformation—including integration of data and workflow—as the most critical ITSM trend for their business in the next one to two years. Coming in second place was the use of predictive AI for more proactive resolution, named by 41% of retailers.
While 75% of IT leaders leveraging traditional chatbots report user frustration – this is about to change.
Conversational AI is changing how we interact – by using a natural language processor, pre-built intent data and enterprise integration, the conversation can become more productive and reliable.
With multi-channel input and AI language processing, your end-users will be better equipped to self-serve. Pair the intake with the automation and integration engine to quickly satisfy end-user requests.
Leverage a best-in-class natural language processor
Put controls and training in place to tweak the conversation flows
Connect with back-end systems to personalize the conversation
Take action – reset passwords, send a new monitor, update a name
The State of ITSM in Retail looks at top challenges and opportunities facing IT leaders as it relates to ITSM technology. From a need for more automation to a drive towards enterprise service with workflow and integration, IT Leaders are looking to level up the service desk.
CUSTOMER STORY
CUSTOMER STORY
Brendan Lesinski
Enterprise Systems Engineer
Market Labs
Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.
SOLUTIONS FOR RETAIL
Life-cycle IT Service Management with support for ITIL, assets, change, self-service, conversational AI and automation.
Make enterprise service management a reality with a single platform across IT, Facilities, HR, Marketing and more.
Let automation take off with no-code enterprise integration and workflow. Embrace digital transformation.
Change the way you chat with conversational AI – natural language processing with automation.
Tackle projects of any size with a platform that is as simple or as sophisticated as you need it to be.
Unlock the power of seamless service delivery, intelligent AI solutions and automated efficiency. Take your enterprise to new heights with TeamDynamix.
