In recent months, workplaces have literally been transformed by the COVID-19 pandemic. Health regulations aimed at slowing the spread of the coronavirus have been introduced almost everywhere in the world, forcing millions of people to leave the office to work from home. This sudden and massive shift to remote working has revealed enormous IT management challenges for organizations.

Find out how an ITSM solution can help companies work just as effectively remotely and achieve their 2021 goals despite the IT challenges that their departments are facing.

An ITSM solution can help IT departments address challenges related to COVID-19 and remote work

Here are a few key areas where an effective ITSM solution can have a major positive impact and ensure that a company can continue to operate smoothly despite the COVID-19 pandemic and related measures.

ITSM software automates certain time-consuming tasks

With a massive influx of calls and requests, IT service management teams will need to work harder to support remote workers in 2021. The speed at which requests are processed is critical for IT support services, and automating certain tasks is one of the keys to achieving this.

ITSM automation that manages repetitive tasks, such as passwords resets or approvals, saves time and helps prevent IT departments from being overwhelmed with too many requests.

Smart automation used by machine learning can also go beyond the capabilities of standard automation. It can help users by providing predictive answers and assistance.

In many cases, automation can significantly reduce the workload of a company’s IT department, speed up ticket processing and resolution times, and even reduce the time it takes to train and integrate new IT support staff.

An ITSM solution facilitates remote access to IT resources

Making sure that remote workers have easy access to IT systems and services from home is a top priority for organizations that encourage remove working.

An ITSM solution such as iTop Professional can help meet these needs by providing a one-stop shop for accessing corporate services through various channels such as web, email, phone, and mobile devices.

This is an important asset since mobility is becoming a critical issue for users who may need to submit requests to IT departments via a smartphone, tablet or laptop from different locations.

For example, common self-service requests, such as obtaining VPN access, purchasing equipment or entering repair orders can be easily automated and facilitated through a self-service portal or an IT service catalogue.

An ITSM solution provides a user experience that is both convenient and easy to use. This self-service feature is becoming increasingly important since remote users can quickly find what they need and therefore reduce the workload of IT support departments.

ITSM tools promote collaboration and knowledge distribution

With people now working from home, it is becoming crucial for companies to foster remote collaboration and manage information flow since face-to-face interactions are less common.

An ITSM solution can be used to improve collaboration between IT departments and a company’s employees by pooling internal knowledge in a database. By distributing this information transparently to users via self-service portals, chatbots or other means, the IT support department’s workload can be reduced.

SEI Team can help you overcome IT challenges of 2021

As workplaces adjust to the realities of a global pandemic and transition to remote work, organizations need to do all they can to make the transition as smooth as possible.

IT service management plays a major role in this context and an effective ITSM solution can help organizations become more flexible and better support the remote workforce.

If you would like to replace your old ITSM tools with new ones to better overcome IT challenges of 2021, SEI Team has the solution for you. As specialists in the implementation of the Combodo iTop Professional software, we can provide you with an open source tool adapted to remote work and other new realities of the COVID-19 pandemic.