How do you manage change and stakeholder expectations when introducing service desk automation initiatives?

Managing change and stakeholder expectations during service desk automation initiatives involves clear communication of the vision and benefits, emphasizing improvements in efficiency and service quality. Engaging stakeholders early through workshops and feedback sessions fosters buy-in and addresses concerns. A comprehensive change management plan, including training and support, helps ease the transition for staff. Regular updates and transparent communication about progress keep stakeholders informed and aligned. Implementing automation in phases allows for adjustments based on feedback, while measuring and sharing success metrics post-implementation reinforces the initiative's value and maintains stakeholder confidence.

Automation can eliminate Service Desk Analysts from having to do mundane and repetitive tasks. Instead, they can leverage to provide more complex problem-solving for the customers. There is also a benefit in the reduction of the cost of contact because automation is self-service and doesn't require the hands-on intervention of a live person. Finally, with automation, there is better quality control and the customer experience is the same for every person.

Do a MOSCOW-analysis on various automation tools and frameworks before you start automating all the things. M - Must have, S - Should have, C - Could have, W - Won’t have. The O is the shape your mouth will make if you mess this up, so I left it out of the equation. That's just not gonna happen. Do some window shopping, run trial batches. Listen to the needs of your team; don't just assume things have to be automated because it looks interesting to you.

Further considerations include culture (corporate and geographical) and a uniquely designed communication plan. Creating that "tipping point" of acceptance is crucial so identify your early adapters / power users and ensure they are included in the communication plan.