Today’s employees are well-versed in consumer services that let them find information, transact business, and solve problems on their own. Increasingly, they expect that the standards set by Google, Apple, and Amazon will be available to them when seeking IT support in the workplace.
Further, not all questions are as simple as “how do I reset my password?” and need expert intervention. In both cases, the right answer might be found in the knowledge base, a previous ticket, a chat stream, an email, or a comment on a forum.
Being able to deliver the right resolution into your employees’ and IT fulfillers’ hands – no matter where that answer resides – helps drive down MTTR and improve employee satisfaction.
Attivio’s Elevate ITSM, built specifically to integrate with ServiceNow, helps you achieve tangible results: