Business process automation is a primary driver of many service desk implementations. Large or small, your business can benefit dramatically through process automation, increasing efficiency and reducing costs. While most service desk solutions offer automation of basic repetitive tasks, others take process automation to the next level through business rule designers. The right level for you will depend on the complexity of your business. Volume III of this five-part series explores the essential process automation capabilities that every service desk solution should provide, and how they can be leveraged to streamline your business
Customer self-service is far from new. In fact, industry analyst firm Gartner projects that by 2010 self-service will account for 58 percent of all service interactions, up from 35 percent in 2005. Yet many companies are still grappling with how to get self-service right. Volume IV of this five-part series reveals six simple steps you can take to help ensure customer adoption of self-service processes, reducing their need to interface with live agents and enabling you to focus service desk resources on more strategic, complex issues.