Strategies to Help Your Remote Workforce

Remote workforce is becoming the new normal. What could have been achieved before by simply visiting your colleague's desk will now require you to communicate flawlessly for miles. ITSM tools that were previously only used when systems were experiencing problems are now being used to simplify the provision of various business services.

It is only natural that not all organizations are ready for this “new custom”. If your traditional IT strategy is being challenged, here's a plan for you to focus on how you can use the ITSM platform to maintain and even improve operational efficiency while your employees are used to working from home.

Here are three strategies that can be used to make a remote workforce thrive: Support Services , Automated Service, and Self Service .

1. Support Services: Improve efficiency with centralized ticketing systems and IT service applications.

Since most of your workforce now works from home, even small tickets can turn into operational disasters, resulting in the loss of entire work days. In such circumstances, for the support team to understand and prioritize all issues, it is imperative to have a centralized ticketing system with the following aspects:

SLA management

With the huge increase in ticket availability, your team will need to prioritize instantly. Your unified ITSM system can help you prioritize by reporting SLA violations and measuring SLA performance.

Remote access system

Your IT help desk can spend countless hours teaching your accounting department how to reboot their new systems and install updates. Or they can use the remote access feature of the TSM platform and do it in minutes.

Reporting

With a single help desk, you can access pre-made reports that include information on different tickets, technicians, help desk performance, and more. This can enhance your team's ability to identify problems and organize, prioritize and resolve issues.

More info: Remote Workers