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Walk into most enterprise IT organizations and ask about their service desk. You will hear about automated ticket generation, self-service portals, SLA dashboards, and routing rules that send requests to the right queue within seconds. From the outside, the entire process looks modern and efficient. Now ask what happens after the ticket lands in the queue.
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According to some recent research by our friends at One Identity, only 8% of companies have fully automated provisioning processes and 70% rely upon manual operations for joiner / mover / leaver events. Yet, despite many downstream manual processes, many organizations feel they’ve ticked the IGA checkbox. So, where’s the disconnect? Let’s start with critical
Success in the digital era requires the right blend of business, IT and soft skills. COVID-19 has escalated digital initiatives into digital imperatives, creating urgent pressure on HR leaders to work with their CEO, CFO and CIO to rethink skill needs as business models change. The biggest problem is finding people with the right skills. Every business
Most help desks or service desks have an IT Service Management (ITSM) tool that allow them to manage IT requests, incidents, problems, change requests and service level knowledge. When a new request is created, it is generally referred to as a “ticket”. Quickly handling these tickets directly impacts an organization’s costs and revenues, customer retention,
Customer Service BPOs (Business Processing Outsourcers) are companies that specialize in handling customer queries that come in via email, chat, phone, social media, and other channels. Studies show that organizations who have strong customer service (can solve customer problems quickly) tend to have faithful customers. Because BPOs serve many organizations at the same time, and
It’s 10am on a sunny spring morning and Manhattan is buzzing with crowded sidewalks and yellow cabs flying by at light speed. Fresh from LaGuardia and having enjoyed the brisk morning walk, I open the giant glass door and enter a mega-lobby of fine marble; I’ve arrived. A quick sign-in process, a bag scan, and