How to Increase Employee Engagement through Modern ITSM
Dipali Garad
Email Developer | Email Marketing | Campaign Management | Campaign Planning
Employee engagement is on the rise. And with the low unemployment rate fueling a candidate-driven job market, enterprises must work to ensure that their organization is focused on making employees feel heard and valued.
To keep engagement climbing and communication processes streamlined, organizations should take a more in-depth look into the technological pain points that employees might encounter daily. Productivity flourishes when IT issues are addressed quickly and efficiently — and when employees experience quick IT issue resolution, they feel heard and supported. Here are some ways that IT leaders can prioritize solutions that help employee needs:
Streamline Outdated Processes with ITSM
An infrastructure of support begins with strong IT service management (ITSM). Practical, modern workplace technology, like request processes, support high levels of employee engagement. Leaders must locate wherein the process employees experience additional pain points — and then work to find sustainable and scalable solutions.
1. Service Request Status
Regardless of how critical the issue may be, employees feel a sense of urgency when submitting service requests and want reassurance that technicians are aware of their problems. Modern IT systems support a communication infrastructure between ticket submission and resolution. Then, during these wait periods, employees aren’t worrying about their IT problem or trying to fix it themselves — allowing them to be productive even before the solution arrives.
For example, with an employee service portal, service providers can better engage employees from submission to solution. Modern systems offer proactive and transparent status updates, setting clear expectations for employees upfront for how long their service request or ticket will take to complete. In addition to service level agreements, the system allows employees to track the progress of the application in real-time, similar to tracking a package in the mail. With visibility into their request’s status and alerts surrounding its completion, employees feel confident that their issue is being handled promptly.
2. Single Platform Solutions
Employee requests can be spread across not only different support teams but also their various portals, along with inboxes and phone calls. This immediately leads to confusion around who to contact, with frustration and broken communication between teams. Phone lines are busy, email inboxes fill up, and information can get lost in the shuffle. IT leaders can help the organization solve these different processes by encouraging the use of a single service platform optimized to handle a wide variety of requests. Research shows that organizations that apply service management best practices across the enterprise see an increase in both employee satisfaction and employee productivity.
Not only does a single platform increase ease of use, but it encourages collaboration and communication enterprise-wide. Free from red tape surrounding different departments, solutions are streamlined across the company. A streamlined IT communication infrastructure assures employees that leadership is equipped to address and support their needs, regardless of what department the requirement comes from.