Adopting a modernized service transformation strategy is critical to achieving measurable improvements in overall IT efficiency and driving customer and employee satisfaction, according to The State of Service Transformation Report commissioned by EasyVista.
The report found 67 percent of organizations are most interested in leveraging a self-service portal, with another 60 percent seeking a self-help solution to meet on-demand needs and deliver better employee and customer experiences.
The study also found that while 97 percent of companies surveyed are eager to adopt a service transformation strategy, half (50%) believe that legacy IT infrastructure remains a top-three barrier to digital transformation initiatives within their organization.
In an increasingly digitized world, these findings further validate the critical need for organizations to evolve how they meet the service needs of employees and customers alike.
The report also revealed that AI and machine learning-powered innovations, such as chatbots, are gaining widespread use as part of organizations’ efforts to provide intelligent, on-demand customer service and personalized end-user engagement. Nearly three-quarters (74%) of IT managers say their organization currently implements machine learning, compared to half (50%) who say the same regarding AI — indicating the opportunity across many enterprises to further improve customer engagement through intelligent service automation.
We see a tremendous opportunity to leverage AI for improving service experiences. The value of AI is dramatically increased by access to knowledge and organizations that focus on a knowledge-first self-help strategy will reap great rewards from the strategic use of AI for natural language processing, search, virtual agents, and more.
Additional report findings include:
■ 4 out of 5 (79%) IT managers say their organization plans to increase investment in service transformation solutions.
■ 8 out of 10 (83%) plan to increase their use of self-help solutions as a component of their service transformation program in the next 12 months.
■ 63 percent (63%) see focusing on employee and customer experience initiatives as important for achieving digital transformation.
■ More than half (51%) report their organization has adopted a self-service portal and self-help to help reduce tier 1 calls.
Methodology: The State of Service Transformation report is based on a survey conducted by LEWIS on behalf of EasyVista among 350 IT managers of companies with 1,000 or more employees on December 12-17, 2018 with a margin of error of +/- 5.2 percentage points.
The Latest
APMdigest and leading IT research firm Enterprise Management Associates (EMA) are partnering to bring you the EMA-APMdigest Podcast, a new podcast focused on the latest technologies impacting IT Operations. In Episode 2 - Part 2 Pete Goldin, Editor and Publisher of APMdigest, discusses Network Observability with Shamus McGillicuddy, Vice President of Research, Network Infrastructure and Operations, at EMA ...
Most organizations suffer from some form of alert noise. Alert noise is only going to increase as organizations support cloud-native applications spanning multiple public and private clouds, including ephemeral deployments and more. It's not going to get easier for organizations to understand the signal from all those alerts being sent. So what can be done about it? ...
This blog presents the case for a radical new approach to basic information technology (IT) education. This conclusion is based on a study of courses and other forms of IT education which purport to cover IT "fundamentals" ...
To achieve maximum availability, IT leaders must employ domain-agnostic solutions that identify and escalate issues across all telemetry points. These technologies, which we refer to as Artificial Intelligence for IT Operations, create convergence — in other words, they provide IT and DevOps teams with the full picture of event management and downtime ...
APMdigest and leading IT research firm Enterprise Management Associates (EMA) are partnering to bring you the EMA-APMdigest Podcast, a new podcast focused on the latest technologies impacting IT Operations. In Episode 2 - Part 1 Pete Goldin, Editor and Publisher of APMdigest, discusses Network Observability with Shamus McGillicuddy, Vice President of Research, Network Infrastructure and Operations, at EMA ...
CIOs have stepped into the role of digital leader and strategic advisor, according to the 2023 Global CIO Survey from Logicalis ...
Synthetic monitoring is crucial to deploy code with confidence as catching bugs with E2E tests on staging is becoming increasingly difficult. It isn't trivial to provide realistic staging systems, especially because today's apps are intertwined with many third-party APIs ...
Recent EMA field research found that ServiceOps is either an active effort or a formal initiative in 78% of the organizations represented by a global panel of 400+ IT leaders. It is relatively early but gaining momentum across industries and organizations of all sizes globally ...
Managing availability and performance within SAP environments has long been a challenge for IT teams. But as IT environments grow more complex and dynamic, and the speed of innovation in almost every industry continues to accelerate, this situation is becoming a whole lot worse ...
Harnessing the power of network-derived intelligence and insights is critical in detecting today's increasingly sophisticated security threats across hybrid and multi-cloud infrastructure, according to a new research study from IDC ...
