Toolkit:

Harnessing
Automation
to Optimize
IT Operations

Inside:01

Strategic IT Refocus

02

Bridging IT Silos03

Endpoint Security Mastery04

Empowering Self-Service Support

05

Swift Ticket Resolutions

06

Curbing Escalations

07

Measuring Employee Feedback

This toolkit provides you with practical steps and illustrative
use cases to help your organization scale and innovate,
create a foundation for improved service and process
management across the entire organization, and improve
employee and customer satisfaction alike.

This document is provided strictly as a guide. No guarantees can beprovided or expected. This document contains the confidential information
and/or proprietary property of Ivanti, Inc. and its affiliates (referred tocollectively as “Ivanti”) and may not be disclosed or copied without priorwritten consent of Ivanti.
Ivanti retains the right to make changes to this document or related productspecifications and descriptions, at any time, without notice. Ivanti makes
no warranty for the use of this document and assumes no responsibility
for any errors that can appear in the document, nor does it make acommitment to update the information contained herein. For the mostcurrent product information, please visit ivanti.com

Harnessing Automation to Optimize IT Operations

2

Introduction
Imagine a world where IT operations, employee
demands and business goals seamlessly align. This
frictionless future where you’re ensured you’ll stayconnected anytime and anywhere is closer than you

These technologies hold the potential to revolutionize
IT operations and management and, by extension,
revolutionize DEX across all departments.

think — thanks to automation.

Throughout this toolkit, we’ll explore the hurdles to

Ivanti research indicates that 63% of employees now

low-code automation solutions can enhance both

work remotely at least some of the time. There’s nodenying that this new era of work, while liberating,

optimizing operations and discover how AI-driven,business efficiency and IT management.

comes with its unique set of difficulties, especiallywith ensuring security and delivering helpdesk
support. 57% of professionals still face regular
technology-related challenges, leaving IT teams with arapidly growing backlog of issues to resolve.
Employees are calling for a superior digital employee
experience (DEX), and 78% believe that theirproductivity would soar if they had better technology
at their disposal.

What are no-codeand low-code?
No-code and low-code platforms makeAs businesses strive to meet these demands, thecreating automation workflows quicker andspotlight is firmly set on the transformative power

easier than ever.

of automation and AI. Developments in the AI-driven
automation landscape like next-generation chatbots
and low-code and no-code solutions support rapid
application and workflow development to democratize
digital transformation processes.

No code requires no programming
knowledge at all, making it best for creating
simple automation workflows.
Low code does require some basic coding
skills but can support much more advanced
solutions.

Harnessing Automation to Optimize IT Operations3

01
Strategic
IT Refocus

Challenge

Navigating away frommundane IT chores andsteering toward pivotal goals
IT professionals often find themselves bogged down with repetitive tasks
and avoidable issues that divert their attention away from more strategic
initiatives. Common problems include lost passwords, locked accounts andissues with application access. Other problem areas include onboarding
employees or offboarding those leaving the company, both of which can betime-consuming and fraught with security risks.
These issues compound to demotivate IT professionals who aspire
to contribute strategically to the organization. This in turn leads to anincreased risk of burnout and a decreased ability for businesses toattract and retain the best talent. At the same time, office workers
end up underserved and grappling with technical issues that greatly
hinder productivity.

Did you know?
17% of professionals — and double that among Gen Z —are contemplating quitting their roles due to discontent
with inefficient technological infrastructure.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

5

Measuring Employee FeedbackAnswer

A self-service portal that frees up time for helpdesk teams to focus
on strategic goals
Automation and self-service are fundamental in alleviating these challenges. By

Furthermore, IT asset management (ITAM) automations can streamline

deploying IT service management (ITSM) automations with the help of no-code orrequests related to hardware and software assets. Whether an employee is

low-code programming, IT support can streamline or even eliminate most mundane

requesting a new laptop, smartphone or software installation, an automatedtasks. For instance, a self-service portal allows employees to handle common

self-service workflow can take care of all the necessary backgroundissues like account unlocks, password resets and new application access requests

checks and approvals. Or, when an employee is leaving the company,

themselves. This not only empowers employees to resolve their issues swiftly, but

automated workflows can revoke access rights and remotely wipe devices.

also frees up IT teams to focus on more strategic tasks.

Grouping these functionalities together, we can have automatedworkflows like:• User Access and Communication: seamlessly manage accountunlocks, new email accounts, website access requests and address
Active Directory trust errors.
• Hardware and Software Management: simplify requests for newcomputers, phones, software installations and ensure optimal
performance with clean disk functionalities.
• Vendor and System Management: efficiently handle distribution list

creation, system access requests and streamline vendor onboarding
processes.
By leveraging these automations, IT teams can refocus their efforts,
leading to improved efficiency, reduced burnout and enhanced
employee satisfaction.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

6

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

The IT team is regularly overwhelmed withrequests for new laptops and smartphones.

Optimize office space with
automated bookings
Automation also opens new horizons for facilities management by supporting
workflows for allocating resources and handling maintenance requests. For
example, IT could implement an automated system to streamline the process ofbooking meeting rooms and workspaces to ensure the optimal use of spaceand resources.

They introduce an automated workflow
to handle and approve requests inaccordance with company policy.

A success story
The streamlined process leads to quicker
deployments and more efficient onboarding

Restaurant chain P.F. Chang’s transformed IT support across their 200+of new employees.

global locations by adopting a new self-service ITSM solution, leading to a
67% reduction in resolution times.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

7

Measuring Employee Feedback

02
Bridging
IT SilosChallenge

Establishing a unified front toboost collaboration between
security and IT operations
In today’s Everywhere Workplace, the need for seamless collaboration
between security and IT operations has never been more important. However,many organizations still face the issue of siloed operations, in which these two
critical functions operate in isolation. This separation leads to inefficiencies
in many vital workflows, such as onboarding and offboarding for remote
employees, vendor management, and ensuring visibility across all devices
connected to the corporate network.
Worse still, the lack of intersection between IT and security operations results
in an expanded attack surface, new vulnerabilities and miscommunications
leading to delayed response times to critical issues. Moreover, without theright tools to promote transparency and collaboration, employees will be lessable or willing to do their part in protecting your organization.

Did you know?
27% of office workers and IT personnel are frustrated
by silos caused by issues like inefficient collaboration
technologies and convoluted cybersecurity interfaces.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

9

Measuring Employee FeedbackAnswer

An automated system
for responding to all
routine security andoperations needs

Access andVendor Management
streamlined processes for handling website access requests,
system access requests and vendor onboarding ensure that only
authorized individuals and vendors have access to critical systems.

To bridge the growing gap between security and IT operations,businesses need an integrated and scalable approach of the sort

Security Complianceand Health Checks

that only automation and low-code solutions can achieve. With
automation, businesses can address routine security and operations
needs swiftly and efficiently. This also frees up time to focus on high-automated antivirus compliance violation reports, basic security

priority issues and strategic challenges.

health checks and self-healing hosts files ensure that systems
remain compliant and any anomalies are detected andThis convergence is essential in today's digital environment. Siloed

addressed promptly.

operations inevitably lead to gaps in threat detection and response,
making systems more vulnerable, especially when factoring in
the added complexity of remote and hybrid work scenarios. By
integrating IT and security workflows, organizations can ensure

Profile and Extension
Management

consistent policy enforcement, real-time threat detection and swift
incident response. This unified approach not only strengthens
security but also enhances operational efficiency, ensuring that both

Automation can remove aged profiles, manage Chrome extensions

teams are aligned in their objectives and actions.

and delete Outlook profiles to help maintain the integrity andsecurity of user profiles and applications.

By integrating these solutions, organizations can ensure their IT operations and security
teams work in tandem, eliminating silos and enhancing overall efficiency.
Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

10

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

A new vendor requests access to a company
system that’s necessary for them to be able toprovide their services.

Automate network monitoring for
more IT efficiency
Automating the monitoring and management of network access requests
ensures continuous protection by instantly analyzing and responding tounusual traffic patterns, flagging potential threats, and initiating appropriate
countermeasures. This supports the seamless integration of IT operations andsecurity for enhanced speed and efficiency.

An automated system evaluates the accessrequest to ensure adherence to company
policies and security protocols.

A success story
The new process streamlines vendor
onboarding and enhances collaboration

Vos Logistics enhanced performance and security by breaking down

without compromising security.

application silos and making complex user environments easier to manage.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

11

Measuring Employee Feedback

03
Endpoint
Security MasteryChallenge

21%

Ensuring that every network nodeis protected against potential
security threatsof IT administrators
say they don’t havefull visibility into
which workplace apps
employees use.

The Everywhere Workplace has ushered in a new era of connectivity, with
employees able to access business resources from myriad devices and locations.
But this freedom comes with a considerable security challenge, a responsibility that
ultimately falls to the IT department. The notion of a secure perimeter is no longer
relevant now that endpoints are spread far and wide across locations and networks.
The proliferation of laptops, tablets and smartphones, including devices owned
by employees but also used for work, has greatly expanded the potential attack
surface. With each device representing a potential entry point for malicious actors,
it’s imperative that all network nodes and endpoints are secured and managed froma centralized location.

Did you know?
Just 43% of IT administrators use an endpoint management
solution to track IT assets, with 21% saying they don’t have fullvisibility into which workplace apps employees use.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

13

Measuring Employee FeedbackAnswerA system that automatically finds, heals andprotects every device in any location
The only dependable way to face these challenges is with a comprehensive and

The first step is to establish a clear understanding of your digital environment. This

centralized approach to endpoint security. Automation is an essential component

involves creating an inventory of all devices that can access the network or containof any such solution, as it overcomes the challenges of scale and complexity in an

potentially sensitive corporate data. Next, devices must be categorized based

environment where devices used for work can be located practically anywhere in the

on function and access level to ensure that security measures applied are bothworld. This involves continuous monitoring and proactive healing and protection for

rigorous and appropriate. Integrating AI-powered bots and automation tools can thenevery asset.

proactively protect all devices by identifying potential vulnerabilities, automating
patch management and even predicting threats.
• Device and Equipment Management: streamline requests for loaned equipment

or new devices and automate smartphone and laptop provisioning.
• Network and Application Access: handle requests for access to applications,mobile networks and cloud resources to ensure only authorized devices can join
the network.
• Security and Compliance: automatically remove aged profiles, self-heal

host files, create antivirus compliance violation reports, carry out basic
health checks or remove unexpected users from local admin groups.
By leveraging these automated tools, organizations can maintain a robust security
posture, ensuring every endpoint is shielded against potential threats.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

14

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

Over time, user profiles accumulate on the
network, some of which become outdated andpose a security risk.

Automate network monitoring
for more IT efficiency
Automating the monitoring and management of network access requests
ensures continuous protection by instantly analyzing and responding tounusual traffic patterns, flagging potential threats and initiating appropriate
countermeasures. This supports the seamless integration of IT operations andsecurity for enhanced speed and efficiency.

An automated system identifies andremoves profiles that haven’t beenaccessed or updated within a given
timeframe.

A success story
This process cleanses the network ofvulnerabilities and reduces the attack

Southstar Bank adopted a comprehensive device management solution tosurface to ensure continuous complianceenhance network access protocols and ensure rigorous compliance withand security.

minimal impact on end users.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

15

Measuring Employee Feedback

04
Empowering
Self-Service
SupportChallenge

Slashing redundant support tickets
and eliminating preventable issues
Before the Everywhere Workplace, organizations typically gave employees companyowned laptops and smartphones that had similar specifications and ran the same
operating systems. Now, it’s a very different environment, in which employees use myriad
devices of different form factors, hardware standards and operating systems to connect tocompany resources every day.
While allowing employees to use their preferred devices for work is undoubtedly beneficial
for productivity and morale, it has a high burden on helpdesk support, which has toaccommodate a much broader range of systems. In the absence of a robust self-service
option, employees have no choice but to resort to convoluted — and sometimes risky —workarounds or spend hours waiting for helpdesk support to respond to emails orphone calls.

45%of employees
call IT helpdesk
support by phone

Did you know?
45% of employees call IT helpdesk support by phone, whereas only
12% use an automated self-service tool and 9% use an automatedvirtual assistant.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

17

Measuring Employee FeedbackAnswer

A self-service solution powered by a next-gen
chatbot and workflow automation
Tools like virtual assistants, next-generation chatbots• Device Compliance and Health: having tools inand user-friendly wizard interfaces, are rapidly

place to monitor battery health, track devices withemerging as a way to completely transform IT support.

expiring certificates and ensure device compliance

A far cry from the much more basic scripted bots ofhelps improve security and performance in remoteold, modern virtual assistants can understand a huge

work environments.

range of user queries. They can guide users through• System Performance: automated solutions

complex troubleshooting processes, providing instantto address device driver issues, manage print

solutions that once took hours or even days to resolve.

spoolers and enhance overall system performance

Best of all, the vast majority of queries can be resolved

ensure that employees face minimal disruptions inwithout ever having to contact helpdesk support.

their daily tasks.
• Connectivity: bot-powered workflows like

Furthermore, the integration of chatbots withtroubleshooting RDP (remote desktop protocol)

low-code and no-code processes and platforms
continues to open up a realm of possibilities. These
solutions empower employees with the ability toaddress numerous challenges autonomously. Not
only does this proactive approach to problem-solving
reduce ticket volumes and eliminate time wasted on
predictable and preventable issues — it also has aconnections ensure seamless connectivity andhelp reduce the impact of unplanned outages.
Thanks to these automated workflows, businesses canempower employees, while IT support is free to work
more efficiently and responsively.

huge impact on DEX by helping employees work fasterand smarter.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

18

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

IT support teams are inundated with tickets
from employees struggling to install a new
application on their work devices.

Identify self-service
improvements using DEX score
The digital employee experience (DEX) score isn’t only relevant to HR teams.
IT workers can also leverage the DEX score to identify patterns or common
issues in self-service interactions. For example, if many employees consistently
encounter issues with a particular type of request, this may indicate a need todevelop a more intuitive and automated workflow.

A self-service portal equipped with anext-generation chatbot guides employees
through the setup process.

A success story
The routine issue is resolved quickly without
the need for direct helpdesk intervention,

Victoria University deployed Ivanti Neurons for ITSM to dramatically enhancethus enhancing employee productivity.

user experience, leading to improved service metrics and an award for the‘Most Improved Student Services’.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

19

Measuring Employee Feedback

05
Swift Ticket
Resolutions

Challenge

Empower helpdesk efficiency byensuring queries are resolved rapidly
Employees expect near-instantaneous solutions to their technical woes, regardless of how
or when they contact support or what sort of device they’re using. The shift to remoteand hybrid work has further complicated the environment, leaving many helpdesk support
teams facing a surge in tickets. With employees scattered across different locations andusing a wide variety of devices to access workplace resources, no two support requests
look the same either.
For service desks, mean time to resolution (MTTR) is a crucial KPI. The longer the MTTR,
the greater the impact on employee productivity and morale and, ultimately, the bottom
line. Those still heavily reliant on manual processes will have a harder time prioritizing
tickets, resulting in prolonged disruptions. Factors like ticket misclassification, a lack ofautomation and a growing volume of tickets also contribute to a longer MTTR, impacting
both employee satisfaction and operational efficiency.

Did you know?
32% of helpdesk support staff have seen an increase in tickets due toremote working, making clear the need for faster resolution times.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

21

Measuring Employee FeedbackAnswerA system with automatedticket classification to prioritize
helpdesk support tickets

intervention. Thanks to voice-powered virtual assistants, which are much smarter thanthey used to be, helpdesk support representatives will have much more time available
to deal with queries that still need to be addressed manually.
• System Diagnostics and Maintenance: automated tools can perform operations

like reporting on blue-screen crashes, clearing internet browser caches or running

The role of automated ticket classification cannot be overstated, especially inmore complex environments where employees are spread across the country
and beyond and use their own devices to access digital workspaces. With
automated solutions, organizations can categorize tickets based on urgency
and complexity, allowing helpdesk teams to prioritize and address issues in amore structured manner. In doing so, they’ll be able to improve MTTR for all

network diagnostics to ensure systems run smoothly and issues are addressed
preemptively.
• Extension and Profile Management: bots can eliminate the need to manuallycheck enabled browser extensions, delete old user profiles and carry out various
other vital operations necessary to maintaining security and integrity.
• Software and Application Monitoring: automated workflows can also check for

any repeated attempts to install or uninstall software, which may point to end

types of problems.
Another promising innovation for improving MTTR is the emergence of highly

users having problems with particular applications.

accurate voice-powered automation functions. By leveraging voice enablement

By deploying these tools, helpdesk teams can reduce ticket volumes and resolution

for intelligent call routing and integrated voice response and self-service,times to ensure a seamless experience for end users.

helpdesk teams can address a significant portion of queries without manual

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

22

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

Leverage ITSM for HR
An employee repeatedly faces installation
issues with a particular application, pushingthem to try multiple times.

IT departments can also extend the use of their ITSM platforms to support HR
operations. For example, imagine an automated system that, upon a new hire
being entered into the database, triggers a workflow to provision a laptop andinstall all required software and resources. This integration ensures that new
employees have everything they need from day one.

An automated solution detects the multiple
installation attempts and flags the issue for
immediate attention.

A success story
The helpdesk team quickly intervenes toprovide a lasting solution, reducing downtime

Loyola University Chicago optimized its service desk support processes forand frustration.

its vast community of staff, students and alumni, granting user access 80%
faster than previously.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

23

Measuring Employee Feedback

06
Curbing
Escalations

Challenge

Handling issues adeptly
and minimizing the needfor high-level interventions
With employees operating from diverse locations and using a plethora of devices, thevolume of support tickets has surged. So too has the number of escalations to specialized
support tiers, even though many of them are avoidable. For example, one of the mostcommon support requests is password resets. In most instances, these can be eliminatedentirely by using a self-service password reset function instead of having to contact the
helpdesk.
Avoidable escalations are often down to helpdesk support teams being overwhelmedwith many requests. By automating common problem resolution workflows, requests canbe greatly reduced. Moreover, with an automated classification system, issues that do
require manual intervention can be categorized appropriately, resulting in more first-callresolutions and a reduced need for high-level interventions.

Did you know?
37% of IT teams use speed of ticket resolution to measure andimprove support quality, reduce escalations and resolve more issues
on the first call.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

25

Measuring Employee FeedbackAnswer

A platform that automates
everyday IT support operations
and ticket resolutions

ticket escalations to a minimum and adopt a ‘shift left’ mentality that equips themwith the tools and knowledge they need to markedly reduce MTTR, optimize resource
allocation and boost overall efficiency.
• Device and Software Management: automating routine workflows like identifying

and installing missing applications or repeated attempts to install applications
ensures that all workplace devices are equipped with essential software and

The fact is that the clear majority of IT support requests can be resolved

configured as required.

automatically, whether it’s something as simple as a password reset or amore complex workflow such as provisioning an entire virtual workspace. The
emphasis on proactive problem management has never been more important,with automation and low-code workflows emerging as critical enablers in the• Network and Connection Solutions: network diagnostics tools and remote

desktop protocol (RDP) troubleshooting wizards offer real-time solutions toconnectivity issues that help minimize downtime.
• Security and Compliance: being able to search for invalid certificates and self-

swift identification and rectification of a multitude of common (and not-so-

heal devices proactively identifies and rectifies potential security issues to fortify

common) issues.

IT against a multitude of common threats.

For example, if an essential workplace application is missing from a work
device, it shouldn’t be necessary to escalate the issue. Instead, an automatedBy harnessing these automated solutions, helpdesk teams can adeptly manage

system should detect the anomaly and install the missing application or send

tickets, curtail escalations and guarantee a frictionless IT experience for end users.

an alert to support if manual approval is required. This way, support can keep

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

26

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

During a virtual meeting, an employee
experiences repeated network disconnections,
resulting in a helpdesk escalation.

Proactively solve problems with
self-healing informed by DEX
IT teams can leverage the DEX score to identify patterns indicating device
performance issues, and, when a certain threshold is crossed, the system
initiates a self-healing process. This may involve clearing caches, updating
drivers or even performing a system reboot where required. This prevents minor
issues from being escalated, while enhancing end user satisfaction.

An automated network diagnostics tool
identifies a configuration error as a likely
culprit and resolves it instantly.

A success story
The issue is fixed without the needfor escalation, ensuring the worker’s

The Denton Independent School District seamlessly integrated its phone

uninterrupted participation in the meeting.

system with Ivanti’s Service Manager to elevate first-call resolution rates andenhance customer satisfaction.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

27

Measuring Employee Feedback

07
Measuring
Employee
FeedbackChallenge

Tapping into employee sentiment
information to drive service excellence
Employee feedback is vital for informing decisions that improve service quality and operational
effectiveness. Moreover, employees are much more likely to feel valued if they have a means
to provide feedback and know that their voices are heard. That’s why, in forward-thinking
organizations, HR teams view employees similarly to how sales teams view their customers.
However, accommodating and acting upon employee feedback is inevitably more complicatedin hybrid work environments.
The common sense of detachment when coupled with potential feelings of being overlooked
when faced with technical difficulties can escalate into dissatisfaction and reduced
productivity. Fortunately, feedback can serve as a bridge to understanding these sentiments
and allowing employees to express their concerns, needs and suggestions. This feedback is agold mine of valuable insights that are critical in driving service excellence.

Did you know?
Only 36% of IT teams use device and application performance metrics totrack DEX, and even fewer use conversational AI and collaboration tools tocollect feedback in real time.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

29

Measuring Employee FeedbackAnswer

A tool to gauge employee
sentiment and track and optimize
experience over time

analyzing survey results becomes quicker and easier, too. For example, automatedreminders lead to higher response rates, while AI analytics can provide actionable,
real-time insights from the data collected.
• Automated Feedback Collection: examples include tools that automatically

prompt employees to leave feedback after a support ticket resolution or afterusing a new tool or application.

Sentiment analysis has long played an important role in determining how
customers feel about a brand. Today, sentiment analysis is rapidly emerging
as a way to gauge employee sentiment, too. By using AI-powered sentiment
analysis and automation, decision-makers can analyze text and voice to detect
underlying emotions, trends and patterns. When it comes to helpdesk support• Real-time Sentiment Analysis: AI tools can analyze employee communications,such as emails, chats or interactions on collaboration platforms, to gauge overallsentiment and alert management about potential concerns.
• Survey Workflow Automation: from sending out scheduled employee satisfaction

and the digital employee experience, these insights can help determine training

surveys to analyzing the results and generating actionable reports, every step canneeds and even inform the development of workplace culture.

be automated to ensure consistency and efficiency.

By offering a structured approach to gathering feedback, surveys are another

With the help of sentiment analysis and automated survey workflows, companies canvaluable way to gauge employee sentiment to improve service quality. Withleverage the digital employee experience (DEX) score to inform the satisfaction andthe added benefits of automation, the process of creating, distributing andsense of belonging among their employees.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

30

Measuring Employee Feedback

Imagine this...

Out-of-the-box thinking

A new software update leads to unexpectedusability issues for employees, having an
impact on their productivity.

Use DEX to inform
employee training plans
In a novel application of the DEX score, IT teams can use it to proactively
identify employee training needs. By analyzing DEX scores and support ticket
information, patterns can emerge indicating areas where employees struggle
with technology. For instance, a high volume of tickets relating to a specificapplication might signal a need for extra training in that application.

AI-powered sentiment analysis detects
increased frustration by monitoring employees’communications on business platforms.

A success story
IT support uses automated feedback collection
to learn more about user experiences andFoodstuffs used Ivanti’s solutions to streamline its IT operations, enhancing

identify and resolve the issue.

user experiences and garnering insightful feedback from employees acrossthe board.

Harnessing Automation to Optimize IT Operations

Strategic IT Refocus

Bridging IT Silos

Endpoint Security Mastery

Empowering Self-Service Support

Swift Ticket Resolutions

Curbing Escalations

31

Measuring Employee FeedbackSummaryIn the age of automation and artificial intelligence, theMoreover, the voice of the employee has never been

By harnessing the power of the strategies andpotential for enhanced digital employee experiences

louder. Employees seek intuitive digital workspaces,

solutions outlined in this toolkit, organizations can(DEX) is vast. As organizations embrace thequick resolutions and proactive support. But withtranscend these challenges. They can craft a robust

Everywhere Workplace, they're met with the promisechallenges come opportunities. The rise of next-

IT infrastructure, reduce ticket volumes and, mostof increased flexibility, productivity and employee

generation virtual assistants, AI-driven sentiment

importantly, enhance the overall DEX. In doing so, theysatisfaction. However, this new era also brings with it aanalysis, no-code and low-code solutions andpave the way for improved external customer service

unique set of challenges. IT teams are now navigating

advanced automation tools offers a beacon of hope.

and drive superior business outcomes. With the righta maze of endpoints, while simultaneously grappling

These innovations not only streamline IT operations

tools and mindsets, the road to digital transformation

with an influx of support tickets. The demand for swift

but also empower employees to get involved in

is not just clearer but also a clear pathway toresolutions and the need to curb escalations further

digital transformation, further fostering a greater

sustainable business growth.

adds to the complexity.

sense of belonging and trust.

Harnessing Automation to Optimize IT Operations

32

Toolkit:

Harnessing Automation
to Optimize IT Operations

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