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IT service desks are facing more tickets than ever in recent years with the growth in digital workplaces and data. In fact, in 2020, every person generated 1.7 megabytes of data in just a second – much of which is generated at work and contributes to the growing number of incidents to be resolved. While all of this data is being created, there is a shortage of IT talent and a recent survey by Gartner found that 63% of senior executives considered this a top concern.
To help combat this growing disparity between the number of growing incidents and the shortage of IT service desk agents to handle them, many businesses are turning to self-healing IT. In this post, we will break down the basics of self-healing IT and how this technology is expected to expand in the future.
Self-healing IT is a futuristic buzz-word that you have likely heard a few times this year. The general idea of self-healing IT is that a combination of self-service technology, artificial intelligence, machine learning, remote monitoring, and human agents can identify and resolve problems before the end-user is even aware that something was wrong in the first place. Self-healing IT also means that the issue or future issue is identified by a monitoring system potentially coupled with AI. The result of the qualification will trigger an automated script executed by the system that will fix the problem on its own.
This sounds like something from the Jetson’s – essentially it amounts to a machine equipping someone with the ability to see the future and prevent incidents, or treat them before they have the chance to wreak havoc on productivity.
Self-heal takes into account several factors: process automation, remote access and monitoring of not only downtime but of weak signals, IT infrastructure management, accurately creating an IT forecast, current tickets, and past incidents with connections to problems.
Self-heal is intrinsically tied to self-help or self-service IT because it works in the background to alert users and agents of the problem, prompting users to find common resolutions before escalating to the agents. This will ultimately enable IT departments to diagnose and resolve incidents and problems using automation, self-service, and an integrated ITSM tool.
Self-healing IT sounds too good to be true, but the benefits are very real. Benefits of self-heal include:
When you get down to it, self-healing IT takes the pressure off overworked service desk agents and frees them up to focus on more big-picture processes and resolutions.
We often hear self-help or self-service technology is brought up in connection with self-heal, and a big reason for that is their shared connection to the shift-left movement.
Self-service IT support has been a trend on the rise for the past several years, in part because of the shift-left movement. But self-service on its own can fall flat. In fact, a recent survey from ITSM.tools found that 82% of the companies who responded offer a self-service portal, yet only 21% of those report the expected ROI on self-service initiatives.
To help companies get a better ROI on self-service technology, many are turning to self-healing IT as the answer to self-service success. Both function as part of proactive self-service, but self-heal takes self-help a step further.
Self-service enables shift-left (moving Level-1 tickets to self-service, Level-2 to Level-1, and so on) by allowing employees to find answers to their questions and solve simple actions through a self-service portal. Self-healing monitors both the ITSM tool and the self-service portal, as well as the greater IT infrastructure, in order to detect and diagnose problems and alert agents or automate script execution. Self-heal then moves to support agents with remote actions to solve the incidents or problems and prevent or reduce system unavailability. Further, self-heal may have the ability to solve issues with no human interaction.
By reducing system unavailability and resolving issues before they effect the employee, you create the ultimate shift-left because the tickets that do come in can move to self-help and the larger issues will already be in the resolution process.
Self-healing IT is comprised of several technological elements that fit together like puzzle pieces, including:
Like I said before, all of the elements we just mentioned work together like a puzzle, but that puzzle won’t work without a solid strategy and a few best practices.
The strategy of self-healing IT is arguably the most important part because it will lay the groundwork for which processes will be automated, who will handle the overall monitoring of these processes and infrastructures, and how to keep the machine of self-healing running smoothly with minimal human intervention or effort.
Once you’ve created your strategy, the following best practices can help you find self-healing success:
At this stage, self-healing IT is growing and changing every day. Although in many areas it’s more of an abstract goal or concept, self-heal is the way of the future. To learn more about how you can pivot your current service management and self-service strategy to include self-healing IT, get a demo from one of our experts today.
Benjamin de Moncan has more than 15 years of experience in the customer experience industry. Currently acting as Senior Director of Product Marketing at Easyvista, he also played a role as a senior manager at Deloitte Consulting and COO of Knowesia, which was recently acquired by EasyVista. He has spent the last several years optimizing customer care for large financial and services companies, developing expertise in building digital organizations, and developing a passion for design thinking methodology and customer journeys' optimization. Outside of work, he spends all of his time with his family, playing guitar and piano.