Service Management Specialists

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Remote Workload Management

The model of having office-based staff within the same office, or at least in regional office clusters has been very firmly put into a legacy way of working by Coronavirus. It means imagining new ways of working together and bringing individuals based anywhere into a team environment.

For managers, who have so long relied on email, picking up the internal phone and conducting internal meetings, it's a tough change too. Video conference tools such as Microsoft Teams and the now famous Zoom calls are a way of bringing that personal touch into meetings. More personal and collaborative than phone calls, with screensharing facilities.

'The light-bulb was not invented by trying to improve the candle'. When we directly swap out ways of interacting in the office, for similar methods, but just electronically from home, we're not fully taking advantage of the digital transformation opportunities that are available.

IT teams had a similar problem a couple of decades ago. Because of the nature of IT (specialist knowledge, fast moving innovation in technology), knowledge and fast accurate access to this knowledge became critical. As did the need to be able to effectively manage incoming requests for work, to fix things, request new things and to fully consider the risk of changing things. This became the ITIL framework.

More recently the number of managed service providers (MSPs) with particular specialisms has increased in IT dramatically, and so the requirement to effectively manage these partners and monitor the effectiveness of the services provided, to ensure value.

How does this affect the whole organisation and the new working from home? Taking away (or at least significantly reducing) the channels of communication of 'face-to-face' and accepting that the effectiveness of phone calls is weak, means that more and more communication is purely electronic.

Organisations now need 100% digital tooling and processes to prioritise incoming requests for work. They need to be able to share self-help for remote workers too, to avoid the stresses and inefficiencies in having to wait or staff giving up entirely for information. Sure, email can be used, but this is a method that IT teams moved away from to provide a more structured, prioritised and responsive set of services. Email is 'fire and forget' when sent by the remote worker.

Organisations need to plan and execute digital solutions to prioritise work and provide self-help for remote staff. Even better, bring these systems into the same digital space and we can create processes that span departments, and improve response times to services. This is the world of Enterprise Management (ESM). It's also the route to automation.

Providing services directly and in a controlled and measured way directly from specialist partners to remote staff is also possible through Service Integration and Management (SIAM).

Sapphiratech can help you plan out and realise the changes needed in these ways for more effective digital workforce management. To find out more, click on the button below.

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