• Aysha Shafiq - Enterprises Tele Sales & Marketing

The Role of Service Desk in Digital Transformation




IT is a key component of the digital transformation that almost every firm is through or plans to undergo. Digital transformation is now essential due to the pandemic in order to maximize consumer and employee engagement and happiness, close talent and cultural gaps, and elevate IT as a valued business function.


The service desk can facilitate an efficient and long-lasting digital transformation that is both customers- and business-centric since it serves as a communications hub and a single point of contact between an organization and its staff, business partners, and clients.


Customers have the advantage when it comes to service since they get to decide how the interaction will go. As a result, businesses welcome digital transformation since it gives them the ability to tailor their approach to a certain consumer base.


You need to start thinking digitally if your company wants to use the service desk to acquire a competitive edge. In order to properly serve your customers, going digital can provide you access to a range of information about their problems, worries, and challenges.

In addition to clever automation tools and ITIL-compliant service desk procedures, Motadata ServiceOps delivers a full IT service desk with an integrated reporting module and customizable widgets to measure different service desk KPIs.




What role does ServiceDesk play in the digital transformation process?


As firms embark on their digital transformation path for better customer experience management, IT service desk software may provide the following crucial functions:


Replacing spreadsheet and email-based workflows with scalable operations.

When most firms grow, they develop operational processes that are backed by straightforward software like spreadsheets and email. Businesses have the option to replace routine processes with service-desk operations that leverage automation, data management, and contemporary tools to deliver trustworthy and quantifiable outcomes as they start their digital transformation.


Supplying consumers with resources

Formal procedures for granting access to technology and data resources must be put in place in order to enable personnel (remote or otherwise) to do so while maintaining adequate security controls. There may be exceptions and jobs that have not yet been automated, despite the fact that automation and orchestration capabilities frequently handle the majority of provisioning requests. The consistency of services and improved customer experience are ensured by using a service desk to handle and automate these tasks.



Helping to resolve events that have an impact on company procedures

A planned change or an IT event nearly always has a significant impact on the whole business. The service desk may perform crucial tasks such as ticket triage, impact assessment, troubleshooting actions, and communication coordination during an issue that has a significant impact on the organization.


keeping track of system and process performance

Digital business processes combine humans, technology, and data. These three factors must all work together to provide good results. The functioning of these systems and procedures may be monitored at service desks in the hunt for early signs of any IT problems.



Overcoming data problems to gain insights

In order to make choices, management in any digital business must have faith in the informational insights offered by IT systems. Data quality problems account for a large portion of mistakes in digital processes. In order to solve these issues' fundamental causes and avoid them in the future, service desk methods for the incident and problem management might be used.


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