1300 130 447
of organisations have a knowledge management program in place.
Source - The State of User-Facing
Knowledge and Knowledge
About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
supportworld , workforce enablement , ITSM , customer experience , mobile device support
No Result Found
The world is moving on and cell phones are our new computers. As business apps continue to grow, more and more tasks are performed on the go using cell phones. Cell phones change the support game—IF the software provider is innovative and offers integrated solutions and IF the latest and best mobile features are enabled and leveraged. After a brief look at why some organizations opt not to provide mobile capabilities for engaging with IT and other internal providers, this article looks at how the cell phone provides an enhanced employee experience, elevating the perception of IT’s value.
While more and more businesses are moving towards cell phone enablement, there are still organizations that do not allow employees to access resources from their phones. There are some valid reasons for this, as described in the table below. But many of these reasons are easily overcome with the solutions shown:
The bottom line is that, while organizations have many reasons to be concerned about allowing employees to access corporate resources from their cell phone, there is both demand for such use and products available to provide safe access. It’s no longer good enough to just say no, as it was five years ago.
Enabling cell phone use for common activities goes well beyond access to email. Where it may have been cumbersome to perform simple functions like attaching a file to an email in the past, even this barrier has come down, with file attachment from within an existing email becoming available in recent operating systems.
Over the past several years, the types of apps available on cell phones has expanded beyond email: it’s very common to see apps for time and expense reporting, service management tools, as well as common office applications like Word, Excel and PowerPoint. Continued application growth can become a game changer for innovative support providers looking to improve the employee experience. So, what can you do today?
If you haven’t already made a service portal available to mobile devices, now is the time!
Many organizations fear that making support available via a portal means people can use the portal to access information that needs to be secured, like configuration information. The reality is that the portal exposes what you expose via reference tables and automated data population. But hacking the portal will simply get people into the portal, not the back-end service management tool (in most cases). There are several considerations from a security and usability standpoint:
Many modern portals come with some form of chat bot that can take first line support questions and refer anything not in the knowledge base or available through machine learning to agents working a chat queue. If you’re not using all of these, now is the time!
There are several considerations and voice-based services that can be investigated in your toolset:
Service Management solutions are now expanding the abilities of their chat bot functions with natural language and integration to phone assistants, giving people the ability to interact just like they do with their phone. This is an expanded capability that makes it easier to use these services from a cell phone using native phone technology.
Portal-based self-service isn’t new, but with a phone assistant integrated to the ticketing aspect of the portal and with the ability to attach a photo of a screen or to use the phone to scan a bar code, the ability to log an incident with required information changes a bit.
Consider this experience map of a potential mobile interaction:
In this example, the user never typed a thing: the system knew who it was by their phone number, a bar code was accessed via the phone’s camera, the CMDB and known error data base was automatically searched to see potential workarounds and if none were found, the incident was logged and triaged in the background. All the user had to do was ask their phone assistant to log a laptop issue. The rest was automated workflow to drive a result.
There could be a heavy lift to design the incidents and workflows to support this capability. But starting with the most inconvenient and highest volume issues first can have a big bang for the buck, so now is the time!
The process of onboarding a candidate has changed completely for organizations that have enabled their technology to work via the phone, enabling the entire process to be managed via the candidate’s mobile device. If you haven’t begun to employ these capabilities, now is the time!
This resonates with millennials who are often on the go and very attached to their phone, making it easy to attract young talent.
IT can use the same capabilities as employees to access their work, log requests for change on the go, and perform other tasks. Again, imagine a field tech asking their phone assistant for the next ticket in their queue and then requesting directions to the location via their phone’s mapping program. Once at the customer, they can ask for the ticket to be displayed, update it, and move on. In a similar way, an emergency change could be logged via the phone’s assistant, again leveraging a device’s bar code to find the correct configuration item and log the change against it. The technology is the same as described earlier in this article, but with use cases aimed at IT. If IT enablement would make it easier to manage the volume, now is the time!
Ultimately, there is tremendous value to integrating service management tool use with mobile devices. While some of the use cases here may not be able to be performed with all service management platforms, there are some that do, and this is an emerging area. If you can’t do some of these things yet, consider the ones you can and implement them to realize some benefits:
Phyllis Drucker is an ITIL® certified consultant and information leader at Linium, a Ness Digital Engineering Company. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served HDI since 1997 and itSMF USA since 2004 in a variety of capacities including speaker, writer, local group leader, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her new book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.
No Result Found
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: firstname.lastname@example.org W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCS℠ is a Service Mark of the Consortium for Service Innovation™.