IT support plays an important role in every company. From deploy and maintain hardware for the socialization of new employees with the right tools to tackle the problem of software applications, some modern businesses can operate effectively without the continuous help of IT support.
However, the result of the increasing use of software applications to cloud-based subscription (also known as SaaS) added complexity to provide internal support. This challenge comes from, natural increasingly decentralized and more democratic employee who led the acquisition of software. Because of the ease that SaaS applications can be acquired, business units and individual employees are now often and quickly select, purchase, and deploy software without the need for IT support professionals.
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This trend will continue to grow. IDC analysts predict that more than 70 percent of the applications spend now occur mainly on budget business units, not IT. An analysis of data recently Zylo is based on more than $ 12 billion under management in the cloud spending shows that 1 in 3 employees using the reimbursement to acquire SaaS application.
But while IT may no longer be involved in any decision to SaaS applications (for individual teams and users are now often do it yourself), it can still be expected to provide technical assistance for SaaS applications – no matter how it was acquired.
Does the acquisition of SaaS applications has been decentralized aware (as is the case with the shadow of IT) or deliberately (as in the case of an organization with IT governance structure that promotes the application management team or employee-based), companies that fail to adapt to the evolving alter the risk of proprietary software forgoing flexibility organization required to foster innovation.
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Increasing Adoption SaaS Lead to an increase in IT Support Needs
IT Support in a Distributed Environment Management SaaS
Enabling Self-Service Support for SaaS Applications
Increasing Adoption SaaS Lead to an increase in IT Support Needs
Gartner predicts cloud services market will grow 17 percent by 2020 with a total of more than $ 266 billion, up from $ 228 billion in 2019. SaaS is by far the biggest category of expenditure portion in the cloud market. Gartner SaaS project will capture more than $ 116 billion in spending in 2020. For most organizations, this increased spending leads to a larger number of applications. According to data Zylo, the average business enterprise maintain 600 applications.
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And when the overall quantity of applications grows, so does the complexity in providing IT support. Consider the following. According to Zendesk, approximately 70 percent of the internal support ticket reaches the “completed” status in one touch.
However, the average resolution time took a little more than 24 hours. These data indicate that IT support may be too busy to give a quicker resolution. On average, Zendesk said internal support team handles about 500 tickets per month.
According to the company’s IT supports advisors HDI, after factoring in all the costs (including technology, training, and salaries of personnel), the total cost of ownership for IT support tickets average $ 104. Business with IT practices that effectively prevent the problem of achieving rapid IT support can reducing associated operating costs.
IT Support in a Distributed Environment Management SaaS
As mentioned above, one of the key drivers fueling the acquisition of SaaS applications and is used in a business environment is a reduced need for IT support in the acquisition or deployment of new tools.
To adapt to this new reality, progressive IT team has developed a new tiered approach to management and administration and support for SaaS applications.
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IT managed and supported
critical applications for mission-critical business operations
Contain sensitive data that requires a high level of security and compliance data
Can be deployed widely throughout organizations with high volume users with complex support needs
Example: CRMs, Office suite
Unmanaged but supported (distributed management)
Application (s) is important for the effectiveness of the business, but should not be mission-critical
The days are managed by a subject matter expert or another administrator, but not IT
The scope of the deployment and specific functions including business unit, department, or team
Example: Document storage, HCM, Financial tools, marketing tools, teamwork, and project management platform
Unmanaged and are not supported (usually shadow IT)
Applications can improve the effectiveness and productivity of employees, but it is not necessary to run a business
Can be obtained and used by a smaller team and end users
Example: Productivity tools, a calendar application
Because “managed and supported” category follow the traditional model of IT support and “unmanaged and are not endorsed” are excluded from the application class IT support, are “unmanaged but supported” application group created new challenges for IT support team.
If IT does not directly manage or have daily activities for an app, but remains responsible for the support, that support often be playing the role of “traffic cop” by routing application requests to the owner.
Taking the general demands such as the socialization of new employees with the tools Day One and applications. If you are an IT support agent in charge of this process, you will probably get a list of applications required for new employees.
When the application is unmanaged but supported, this requires IT support agent for:
Determining the department, team or employee has any application
Sending a procurement request to the respective owners
Report back on the status of this ticket resolution
While each of these steps seem fairly easy, requiring more than 24 hours to achieve and cost more than $ 100 per sample average.
Enabling Self-Service Support for SaaS Applications
According Metricnet benchmark, when an end user can identify the problem and solve it on their own accord, it costs only $ 2 per sample. In many cases, supermarkets achieved through increased training for employees or create content in the knowledge centers. And employees, like all consumers, the hope for self-directing their technology experience. For example, in 2023, Gartner predicts 40 percent of workers would choose business applications and tools as they do their music streaming experience.
But in the case of SaaS applications, the diversity of titles (on average the company has 600 titles in stock) and an increased possibility that the application may not be directly managed by the IT (as more companies embrace a governance structure that distributes management) often prevents self-service resolution. IT support continues to play traffic cop, routing requests for support to the owner of the application, which then resolves or close the request.
In a perfect world, an employee who would like access to the new SaaS applications will have access to the list of available applications are managed by their employers. This list can be pre-configured by the job role so that only employees who are eligible have access to certain types of applications (for example, call center employees will not be eligible for access to application-specific HR).
List or catalog of applications available will also feature proprietary information. Displays ownership information will make it easier for users to send a direct request to the Manager or days of application. This scenario would reduce the number of traffic police in the style of IT support example, cost, and time to resolution.
Progressive organizations can find all SaaS applications within their environment can introduce a new framework and a more flexible for administration and support. When these findings and distributed basic management includes the ability to request and self-view services directly to the owner of the application, these organizations can significantly reduce the time, cost, and effort providing IT support for SaaS applications.
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