Defining Employee Engagement: The ITSM Way
October 14, 2019
ITSM
You’re likely to receive a different definition of employee engagement depending on who you ask, but understanding how to apply it as an IT professional is critical. Essentially, it boils down to making sure employees have what they need, how they need it—with the ultimate goal being to enable the employees who enable your business.
The solution to providing a good employee experience isn’t one-size-fits-all. Those fancy consumer-facing mobile apps used to order lunch have provided unmatched customer experiences. Employees around the water cooler may wonder, “why can’t our own internal service process look like that?” And while your IT team isn’t responsible for delivering every service employees need, IT is responsible for implementing the tools and processes used to facilitate the employee experience with technology in the workplace.
Employee engagement as it relates to ITSM can be defined as a connected experience for employees that is seamless, efficient, and takes full advantage of the tools and technologies available through the service desk, like mobile apps, chat, or the service portal. This may mean communicating with employees in a more efficient way by implementing chat within your service portal (to avoid unnecessary tickets), or using workflows to automatically send emails to managers whenever a basic “yes or no” approval is required.
The good news is it is possible to create more streamlined experiences for employees by leveraging ITSM tools to their fullest extent. Here are a few ITSM best practices to help redefine what employee engagement currently looks like in your office.