Over the last ten years, the advent of mobile uses, the implementation of technologies as a service, and the real enthusiasm shared by the market and consumers around user experience have not only brought about new ways of working, but also new employee expectations in the workplace.
Support teams within IT departments have been asked to support these technological and cultural transformations. They had to evolve and adapt to a work culture where employees are used to obtaining information that meets their needs in just a few clicks, at any time and from any device.
In order to respond to these challenges, the IT service desk has developed various strategies to support these critical changes in uses and tools, including:
A vision of service that is more user-centric in order to develop user autonomy when consuming services and information from the company
A more detailed analysis of the user activity and trends to switch employees from a reactive to a proactive mode via professionalization and the use of AI and big data in recent years
Greater agility in the provision of services rendered with the development of mobility and contextualization
In the next section, we'll talk about how micro apps can support all three of these critical changes in the IT environment.
What are Micro Apps?
According to Forbes, micro apps “provide highly focused, task-based functionality that lets users get in, interact, and get out with maximum efficiency.” In other words, they’re a collection of web applications designed to solve a specific problem through purposeful, intuitive, and responsive applications, portals, or dashboards. Unlike native iOS or Android mobile apps, these web-based applications can be accessed from a PC, tablet or mobile web browser and do not require installation. The main benefit of micro apps lies in the write-once-run-anywhere technology that helps IT departments quickly create and deploy applications.
What makes micro apps so unique is not only the technology behind them but also the countless uses for them. Now, we'll highlight 3 ways your IT service desk can use micro apps.
3 Ways Your IT Service Desk can Benefit from Micro Apps
Digital transformation has changed and modernized the relationship between IT and employees with how services are provided and supported. That is why it is fundamental to have a user-centric, omnichannel approach to service management processes. This can be achieved by incorporating micro apps into easy-to-use self-service portals that are customized for the needs of employees.
The integration of self-help and AI has allowed support teams to do what Gartner calls a “shift-left strategy," which leverages these innovative technologies so that users gain more autonomy in order to identify solutions to technical or business issues on their own. This frees up your employees' time so that support teams can focus on higher value-added tasks—reducing the number of calls received by the service desk by 60%.
Monitoring activities, identifying trends, and predicting uses and problems are major issues for support teams. Micro apps are suitable for building intelligent and dynamic dashboards for aggregating data.
Dashboards are fully customizable. They use built-in widgets to create interactive dashboards displaying your IT support metrics but also integrate third-party platform metrics to drive all your activities and get a 360° view of your IT performance.
With micro apps you can also access this data at any time since they’re natively responsive. The technology automatically scales any portal, application or dashboard you have created using built-in PC, smartphone or tablet features, regardless of model and operating system.
What if you were told that a specific application could be created for each department to simplify their work? With responsive micro apps you can specifically create applications for each user in your organization. It only takes a few minutes to make applications available for contract management, change management, or specific dashboards for management.
This level of personalization and contextualization contributes to greater efficiency of your employees. You can reduce your costs while increasing the productivity of your employees by more than 30%.
At the end of the day, providing valuable ITSM experiences can be a challenge, but with the help of micro apps your IT service desk can easily create portals, dashboards or portal applications that provide employees a more tailored experience.
Loïc Besnard serves as Senior Director of Product Marketing and Head Technical Evangelist at EasyVista. Besnard served as Global Pre-Sales Director of EasyVista until January 2017. He joined EasyVista in 2009 and is responsible for EasyVista’s worldwide pre-sales engineering strategy. With over 15 years of experience in the IT industry and international technical sales, Besnard supports EasyVista’s growth, international development and technical sales operations.