Powerful automated workflows can improve many IT processes. Not only can this help IT staff support the digital workplace, but it also removes the need to work on repetitive tasks, freeing them to focus on more value-adding work.
The Role of IT in the Digital Workplace
Here are three ways new technology has transformed the workplace:
- The digital workplace is providing workers with more tools. From productivity suites empowering knowledge workers in the office to the Internet of Things (IoT) safeguarding manual workers on the factory floor.
- The cloud is helping employees work with more flexibility. Mobile devices, instant messaging apps, and video technology have re-defined what it means to be ‘connected’.
- Automated workflows are liberating knowledge workers from repetitive tasks. Automation is freeing workers to focus on core tasks, making them more indispensable to their organizations than ever.
These are just a few examples, but the picture is clear. New technology is helping organizations increase productivity and improve collaboration. However, what happens when something goes wrong? The average knowledge worker lacks the expertise to deploy, maintain or support the software and hardware they use. Employees love this new technology but barely understand how it works.
Organizations are enormously dependent on IT staff to ensure everything runs smoothly and to provide support when needed. On top of this, in a world where cybersecurity has become an essential concern for every business, IT teams are vital in setting up systems to combat threats.
With all this responsibility to keep the business functioning—to mitigate security threats, to manage devices, and to offer ongoing support—IT teams need as much help as they can get. Sometimes it can be forgotten that they too can benefit from new technology. Let’s look at how IT processes can be improved with automated workflows.
A Tale of Two Automated Workflows
At Nintex, we think there are several reasons to introduce automated workflows for IT processes (you can read more here). But we want to zero in on how IT staff deal with the demands of the digital workplace:
1. Managing and Tracking IT Assets
IT staff need to manage and track all the hardware and software that is used at the company, effectively keeping an on-going inventory on all devices, apps and systems.
Why this is a problem:
The number of devices being used by employees can be difficult for IT staff to manage. Paper or email-based forms that record assets are easily lost. If this information is stored in spreadsheets, human error is a real risk, and IT staff spend too much time manually tracking, monitoring and cataloguing everything.
When mistakes occur, the company ends up with unmanaged assets or excess spending, including over-licensing of software. Poor management can result in the adoption of shadow IT, which can cause serious security risks.
How Nintex can help:
The Nintex Workflow platform can take much of the leg-work out of these tasks and reduce the risk of human error through automated workflows.
Requests for new devices and apps can be captured and dealt with using Nintex forms.
Licences can be automatically assigned or recycled to different users. These will be tracked so that there is no need to use spreadsheets to record this information. From this, reports are automatically generated and sent to the relevant staff member responsible for monitoring current asset usage.
A workflow can be created to notify users when new software updates are available. Push notifications can then be sent to employees who haven’t updated their systems or equipment, ensuring that devices remain up-to-date and protected from security threats.
2. Managing Help Desk Requests
Meet Bill, who has forgotten his password (again—he does it all the time). Unable to log on to the company intranet, Bill cannot get on with his work and needs the company’s IT staff to reset his password.
Why this is a problem:
When IT systems disrupt an employee’s ability to do their job, the onus is on IT staff to fix it. This can range from smaller issues, like Bill’s, to serious problems (e.g. cybersecurity attacks causing company outages). When the IT helpdesk receives a request, their success is measured by the speed and quality of its response.
How Nintex can help:
While Bill is struggling to log on, there is a button on the log-in screen that makes it easy for him to highlight the issue. In this case, Bill is automatically sent an email reset code to his personal email. Bill can then log in and get on with his work.
In other cases, where the problem is more complex, employees can access a self-service portal to make their request. Users would fill out intelligent Nintex forms that capture the required information and then send emails to the correct technician to deal with the request.
Nintex can integrate knowledge-based systems which can automatically deal with requests. It can also integrate with ITIL/IT service management systems to ensure IT policy compliance at all times, taking another worry away from your IT staff.