4 min read

How to Use the ITSM Experience to Improve Employee Satisfaction & Retention

January 27, 2022

ITSM tools

As a business leader, it can be easy to get caught up in sales, revenue expansions, and customer satisfaction. But what about your employees’ happiness?

All too often, workforce happiness gets put on the back burner, and that can have serious consequences for your business. For example, 76% of employees look for another job opportunity when they feel undervalued at work. And that turnover can drain resources –– according to Gallup’s research, the cost of replacing an individual employee can range from one-half to two times the employee's annual salary.

Fortunately, practical tools like ITSM software can help improve employee experience and drive retention. Here are how your ITSM technology can help you boost morale and promote employee success.

Employee Onboarding & Learning Opportunities  

It’s difficult to stress the importance of employee onboarding, but the research confirms it: A strong onboarding program increases staff retention by 82%. Yet, according to Gallup statistics, only 12% of new hires believe that their organization offers successful onboarding. Obviously, a discrepancy exists between the need for effective onboarding and the actual success rate. 

Your ITSM software can help you deliver the onboarding your hires deserve. The IT automation allows you to build automated workflows that help standardize the entire process. Plus, you can embed your onboarding and training SOPs directly into tickets so that every supervisor or trainer can access specific instructions to make sure they follow the program. 

ITSM tools can also help you foster positive employee experiences beyond the training phase. They also enable you to provide a continuous learning culture that promotes employee development.

Some ITSM platforms offer learning hubs where your employees can take advantage of professional development opportunities. And learning resources have a severe impact on happiness and engagement, as 86% of employees believe it’s essential for employers to provide learning opportunities. People who work for companies that invest in resources for learning are 83% more likely to feel happier in their job.

Human Resources Efficacy

Your HR team plays an instrumental role in every employee’s experience. From recruitment to compliance training, handling sensitive incidents, to offboarding, HR touches every point of the professional journey. ITSM software can help your human resources team deliver exceptional experiences for your entire workforce.

For the recruitment side, the automated ticket workflows and approvals help move hiring processes and other necessary compliance training along. And for sensitive incidents or confidential reports, HR can better organize the next steps while protecting individual and company privacy.

Ticket groups are an ITSM tool that allows your team to organize tickets by group, department, region, or by whatever other relevant criteria. Groups can be self-managed with an approval system, secure library of content, and unique service catalog. Furthermore, these groups can remain completely private, with the administrator controlling permissions and access.

Group privacy means that your human resources team can handle sensitive and confidential employee information in an organized, secure way that empowers them to be as supportive to employees as possible.

Successful IT Teams and Internal Support  

If your workforce doesn’t have the necessary tools, it can’t properly accomplish goals. And it costs your entire business something, too –– according to Gartner research, the average cost of one minute of system downtime is about $5,600. That figure in more recent years has increased to $9,000, according to the Ponemon Institute.

This is the average for a range of company sizes, but even small businesses feel a minute-to-minute impact, with the average downtime costing SMBs $137 to $427 per minute.

But the cost of downtime packs more than a financial wallop. Your employees can grow frustrated or anxious when they can’t complete their work, and productivity suffers. This is why an effective IT team with the right ITSM technology can reduce this problem and improve employee experiences.

ITSM software provides the tools your team needs to quickly and efficiently resolve technical issues and reduce downtime for your team. The versatile automated workflow accelerates the tickets through the queue, plus automatic updates allow your users to stay informed on their ticket status.

Furthermore, some ITSM software platforms offer a triage feature that prioritizes certain tickets to the top of the queue so your IT team can resolve the most urgent or time-sensitive issues first.

Connected Remote Teams

Since the digital transformation rapidly accelerated over the last two years, many businesses have expanded to allow fully or partially remote offices. This flexibility has become ubiquitous in this era, yet remote employees can feel disjointed from the company without the right technology.

ITSM software helps teams stay connected and work cohesively, whether they are in the same room or working from home. The platform centralizes tasks and access across various locations and departments, so your employees can communicate with each other and execute tasks efficiently.

ITSM Software Drives Positive Employee Experiences

ITSM tools combined with ITSM processes empower your entire organization to improve employee experiences. When your people thrive, so does your business. If you’d like to boost employee satisfaction, try out DeskDirector ITSM software free. Sign up for your free 14-day trial today.

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