Automating IT support for a global organization
Anyone who had to deal either directly or tangentially with IT administration activities, has most likely tried multiple strategies to minimize the amount of time that the IT Administration team spends on recurring support requests. The number of strategies narrows down substantially, since it’s especially challenging for the IT Administration team to reduce the overhead generated by these requests without compromising on the end-user experience. As much as we try to prevent these recurring support requests from being generated in the first place, we have to accept in the end that they will keep coming, and there are few options to reduce them after a certain point....