Thursday 20 December 2012
Businesses may be able to increase employee productivity rates by automating more IT support activities, it has been claimed.
According to systems specialists IPsoft, many businesses are failing to make the most of technology in this respect, which leads to the inefficient allocation of human resources.
As such, firms are being urged to reassess IT support practices to identify opportunities for automation within their businesses.
IPsoft said tasks such as running diagnostics, predictive incident management, requesting permission, conducting service readiness checks and password management can be, and should be, automated.
Firms are also being urged to identify commonly occurring activities which are time consuming and frustrating, and seek to find system-driven improvements.
Terry Walby, UK managing director of IPsoft, said that by integrating an expert system that can automate complex processes and continually learns and develops, businesses can immediately cut up to 70 per cent of wasted effort.
They can also recoup an average of 30 to 35 per cent in costs, he claimed.
"Truly expert systems can be used to automate the simple tasks of your first or even second line IT support staff as well as many of the complex multi-stage activities IT engineers are stuck with on a day-to-day basis," Mr Walby stated.
"Time can then be allocated to other areas of the business to realise huge cost, efficiency and productivity gains and help achieve business goals.”
Posted by Alex Boardman