[Free MASTERCLASS] The 4 errors that block the automation of your IT Service Desk


What are the major errors that block the automation of your internal Service Desk? What are the best practices to set up to successfully automate your service desk and gain in productivity?

 

We share our expertise with you during this 20 mins masterclass, 100% free!

πŸ“ This masterclass comes with a step-by-step support that will help you to implement the necessary adjustments to boost your productivity!

Watch our free masterclass!

What you will learn

πŸ“ˆ Improve your Shift Left strategy by rethinking it around the digital world.

πŸ”Ž Build a clear roadmap and automate priority use cases for your IT Service Desk. 

πŸš€ Optimize the digital journey of your target users by combining the digital and human aspects.
πŸ“š Establish a culture of data and knowledge

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The Host: Bertrand Lafforgue

President and Co-founder of Konverso, Bertrand Lafforgue works alongside many companies in France and abroad to decipher their support service automation problems and develop appropriate solutions. 
Bertrand Lafforgue, founder of Konverso.
 

Who is this masterclass for? 

 

πŸ‘‰ Head of Innovation or IT Transformation 
πŸ‘‰ Product Owner of ITSM solutions
πŸ‘‰ Head of an Enterprise IT Service Desk
πŸ‘‰ User Experience Manager

 

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When the service desk is poorly automated

Less than 20%

Of the employees log on to the IT Service Desk self-service portal to report incidents.

Less than 15%

Of the Service Desk agent activities are automated.

More than 70%

Of the Employees use the telephone to contact their service desk for simple requests.

 

The content in details

❌ Error #1: Your Shift Left Strategy Has Little Impact

  • Your end users are not autonomous
  • Few actions in your IT Service Desk are automated
  • Your agents are too busy resolving incidents or managing simple recurring requests on level 0 or 1.

   πŸ‘‰ Adjustment #1

 

❌ Error #2: You have not identified the automation use cases

  • You think in terms of technology and not in terms of use.
  • Automation priorities are poorly defined.
  • You don't know your people well and they can't fully use your existing solutions.

    πŸ‘‰ Adjustment #2

 

❌ Error #3: The digital path of your personas is not optimal.

  • There is no end to end digital experience.
  • You have difficulty to make human and automation coexist.

    πŸ‘‰ Adjustment #3

 

❌ Error #4 You have not implemented a data and knowledge culture

  • You don't use your data to understand the questions your users ask your service desk on a daily basis. 
  • You have not digitized the procedures that allow you to support the user in the resolution of his problem.
  • You do not have the processes in place that allow you to know the impact of your knowledge in the support of your users

    πŸ‘‰ Adjustment #4

Illustration TYP Masterclass

 

AS A BONUS: THE COMPLETE CHECKLIST!

 

This masterclass comes with a step-by-step support that will allow you to make the necessary adjustments to your strategy and boost your productivity!

 

Register to the masterclass

 

Visuel Checklist masterclass

For 4 years, Konverso has been assisting numerous companies such as Veolia, SADE, PΓ΄le Emploi, Colas in the digital transformation of their Service Desk.

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We benefited from very successful support during the audit and scoping phase of the project, which enabled us to identify the automation solution best suited to our context and our data.
Jean-Claude DI MARTINO
Proximity Services and Deployment Department, PΓ΄le Emploi