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IT Service Desk Proving to be the On-Ramp to the Evolving Digital Workplace, Reports EasyVista

IT Service Desk Proving to be the On-Ramp to the Evolving Digital Workplace, Reports EasyVista
The Silicon Review
14 July, 2016

EasyVista Inc., a leading provider of service management for IT organizations, announced the IT service desk has become the on-ramp for the evolving Digital Workplace. A surge of adoption among EasyVista customers’ employees indicates the service desk is taking on a more strategic role in the enterprise—expanding from IT support to the face of employee service. In just the past year, the ratio of EasyVista’s six million total users shifted from 97% IT support professionals and 3% employees to 80% IT professionals and 20% employees, illustrating the growing importance of mobility and usability to the employee service experience.

“As the digital workplace goes mainstream—and our definition of work shifts from a place you go to something you access when and wherever you like—it is transforming employees’ expectations for service,” said Jamal Labed, Co-Founder and COO, EasyVista. “We are pleased to offer the most relevant ITSM solution built to enable the Digital Workplace for our customers that are increasingly making that shift.”

EasyVista’s customer base of more than 1,000 enterprises increasingly views the IT service desk as a natural center of gravity for this experience. “Companies are facing a deluge of technology available across every business unit,” said Kevin Coppins, General Manager Americas, EasyVista. “The service desk has become an employee ‘concierge’ of sorts, where employees have easy access to all kinds of services.” This includes HR benefits, payroll information, facilities services, hardware and software tracking, and more.

“Digital workplace leaders should understand the needs of employees to help focus digital workplace priorities, include non-IT business units in digital workplace planning and execution, and make the service desk one of the focal points of the digital workplace,” wrote Gartner analysts Matt Cain, VP Distinguished Analyst, and Paul Miller, Managing VP, Gartner.*

Customers Embrace a Digital-First Service and Support Mentality
EasyVista customers across multiple industries are embracing the EasyVista service management platform to modernize service for the digital workplace:

  • Retail: David’s Bridal is giving its retail associates a fast, simple way to get service needs met from the store floor via service apps on company-issued iPads.
  • Media & Communications: The Martin Agency is keeping pace with a young, tech-dependent and highly mobile workforce that expects instant support across all devices, particularly Apple.
  • Higher Education: George Mason University is offering IT and other services to students—who rely on 8+ different devices throughout the day—as well as staff and faculty.
  • Consulting Services: PwC France has taken an ‘App Store mentality’ to service, giving employees mobile access to a custom service catalog based on their responsibilities.
  • Public Sector: Washington Department of Corrections is combining its traditional help desk with online self-service so government workers get help in the way they prefer.
  • Healthcare: Mission Health System is creating a more customer-focused IT experience for more than 12,700 employees and volunteers.
  • Engineering Services: Cardno is treating every service interaction as an opportunity to offer a useful tip or an easier way of accomplishing a task.
  • Managed Service Provider: Wireless Analytics is giving support agents one system from which to support all customers, including companies’ unique service rules, policies and use cases.
  • Manufacturing: Manitou, a global material handling manufacturer, is embracing digital workplace initiatives to further enhance after sale services for its subsidiaries and dealers across the globe.

Delivering Employee Service in a Digital Workplace World
Digital Workplace-inspired service management requires not just technology, but a strategic commitment to deliver the kind of service that employees are accustomed to in their personal lives. Companies must embrace a digital mindset that is supported by several key pillars:

  • Mobile-first approach: Mobile capabilities are considered from the start rather than forcing a web portal into a mobile screen.
  • Apps mentality: Services are offered in a manner that today’s workers want to consume them—in easy-to-use, task-oriented interfaces instead of traditional software applications.
  • Rapid deployment capability: Services can be quickly created and tailored for any number of employee needs.
  • Device agnostic: Services are available to workers across a variety of platforms or operating systems.
  • Deep integration: Services are linked to critical business systems such as HR, CRM and ERP solutions.