In the wake of the global pandemic, businesses and organizations everywhere are having to get creative to support employees who are feeling burned-out, without using up already limited resources. Employee burnout is especially high amongst IT departments, according to a new survey featured in CIO Dive. The survey found 61 percent of tech workers say their stress level have risen since working remotely, and 54 percent described themselves as exhausted.
“Workers are also unhappy with the technology — and therefore the IT department — used by their organizations. Forty-three percent of respondents to a ClickUp survey have been frustrated by the number of tech tools and apps they use for work; 42% of employees state that their company is stuck in the “dark ages” when it comes to adopting new technology tools or apps,” the article states.
And it’s these frustrations that help desk employees in IT have to manage every day, “When employees run into a technical problem, the first point of contact is usually the IT service desk. The employee tends to be frustrated or unhappy, and empathy they may have had toward the IT workforce at the beginning of the pandemic faded,” Sumir Karayi, CEO of 1E, said in the article.
So how can leaders support their remote workforce, deliver exceptional customer experiences, AND relive some of the stress and burdens placed on their IT department? By investing in smart service management. Smart Service Management combines ITSM with enterprise automation.
To start, businesses and organizations should make sure they have an IT Service Management tool that supports the needs of their IT department. The ITSM tool should these features and functionalities to be most effective:
Once you have your ITSM in place, you can explore scaling it throughout your organization (Enterprise Service Management).
Adding integration and automation to your IT and Enterprise Service Management practices is another great way to free up resources and boost efficiencies. By investing in smart service management for your organization, you’re investing in service management that connects the entire enterprise and allows everyone to interact in real time, supercharged by iPaaS (integration platform as a service). iPaaS allows you to automate tasks, both simple and complex, as well as connect disparate systems throughout your organization – all through a codeless platform, meaning anyone can use it.
Here are just a few way iPaaS can reduce IT resource drain:
To learn more about Smart Service management and the positive effects it can have on your business check out our eBook – Smart Service Management: Working Better Together With a Connected Enterprise.
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