Service Desk Transformation to Drive Efficiency and Slash Costs

Why IT support services need a transformation

In the modern workplace, service desk and IT support services are no longer just about fixing problems—they are about driving business velocity and optimizing enterprise flow state. When IT support services are well-designed and proactive, they enhance employee productivity, improve operational efficiency, and reduce disruptions that slow down work.

Traditional service desk are reactive, meaning issues are only addressed after they impact users. This break-fix approach is outdated in today’s always-on, digitally connected enterprises, where complexity and inefficiencies cause significant business losses.

At Astreya, we help enterprises shift from reactive to proactive service desk support models by leveraging AI-driven automation, predictive analytics, intelligent routing, and workflow optimization. This enables organizations to create a frictionless digital employee experience (DEX) and maintain a state of operational flow, where employees can work efficiently with minimal disruption.

In this guide, we will explore:

• The biggest IT support pain points enterprises face
• How Astreya’s recommended services (Smart Service Desk) & technologies (ServiceNow ITSM, Moveworks AI Assistant, Looker Studio, Contact Center as a Service platforms, Astreya’s RelayIQ Process Intelligence) help solve these challenges
• Real-world enterprise use cases and best practices

Let’s dive into the transformation of IT support services to achieve true enterprise efficiency.

Understanding the Top IT Support Pain Points & How Astreya Solves Them

The Most Common Enterprise IT Support Challenges

A digital workplace solutions provider like Astreya helps enterprises overcome these challenges by customizing IT support solutions based on business needs, industry requirements, and employee expectations. Bringing together the right combinations of talent, methods and tools to deliver a seamless digital employee experience.

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Why ITSM is the foundation of modern IT support

An enterprise ITSM platform serves as the central hub for managing service requests, automating issue resolution, and optimizing support workflows. However, many enterprises struggle with slow ticket resolution and manual processes, leading to inefficiencies.

How Astreya solves ITSM challenges with ServiceNow

Solution 1: Automating IT support with ServiceNow ITSM

• AI-driven ticket triage: ServiceNow Virtual Agent automatically categorizes & assigns tickets to the right staff for the task.
• Intelligent self-service: Employees are able to converse with an AI agent to answer questions or kick-off requests while also being handed directly to live agent when needed.
• Automated workflows: IT teams reduce manual work with preconfigured workflow automation through ServiceNow.
• Integration with AI chatbots: Moveworks AI Automation auto-resolves repetitive issues, reducing IT workload.

Example: Global tech enterprise with 10,000+ employees

• Challenge: With 5,000+ IT tickets per month, complex requests slowed down IT response and resolution time for simple requests.
• Astreya’s Solution:
  • Human Capability: Implement an embedded team of tier 2-capable engineers with deep knowledge of the IT landscape to resolve the majority of issues without the need for transfer.
  • Conversational Automation: Intuitive AI-powered self service reduces support load by ~40% by answering simple IT questions and offering quick resolution of the most common requests for access, licenses and approvals by using Moveworks automation integrated w/ SailPoint.
  • Process Intelligence: Investments in process analysis, re-engineering & automation of complex processes delivered a ≥4:1 ROI by reducing the volume of requests, number of resources needed for support and improving productivity.

Solution 2: AI-powered ITSM with Moveworks

• Moveworks AI Chatbot integrates with ServiceNow to resolve issues autonomously.
• Provides self-service IT support via Slack, Teams, and email for instant issue resolution.

Example: Retail chain with 100+ global locations

• Pain Point: IT delays impacted POS system repairs, slowing checkout & reducing overall sales during peak season.
• Astreya’s Solution: Deployed a series of Moveworks automations to address top 5 most common issues, cutting POS-related ticket resolution time by >50%.

Data-driven IT support – How Google Cloud Platform (Looker Studio) enables predictive analytics

Why enterprises need IT analytics

Many enterprises lack real-time visibility into IT performance and furthermore, the ability to prevent issues or forecast future service demand. Without predictive insights, IT teams operate reactively, leading to unexpected downtime and inefficiencies.

How Astreya uses Google Cloud Platform + Looker Studio for predictive IT support

• Real-time IT dashboards: Track ticket volume, backlog trends and service performance.
• ML-powered trend detection: Identify recurring IT issues to deploy proactive maintenance during non-peak hours.
• AI-powered root cause analysis: Gathers relevant system diagnostics to assist in isolating the root cause of the issue to aid recovery time.
• Predictive maintenance: Monitor system health thresholds and prevent failures before they impact users.

Example: Financial Institution with 50,000 Employees

• Pain Point: Device performance issues disrupted banking operations, costing an estimated $10M+ in annual losses.
• Astreya’s Solution:
  • Aggregated device telemetry data to identify devices in poor health
  • Tested and configured automatic ticket creation when devices breached acceptable telemetry thresholds
  • Implemented Looker analytics suite to track telemetry & device health to target proactive maintenance & device replacements (coordinated with ITAM team)
  • Reduced frequency of work disruptions by >65% in a 3 month period
  • Radically improved perceptions of IT service quality and effectiveness through to measurable improvement in quarterly IT pulse survey scores

Intelligent contact handling – Optimizing IT helpdesks with a CCaaS platform

How a CCaaS platform improves IT support efficiency

• Traditional IT Service Desks can suffer from long queues and call handling times
• The dread of wait times and hopping between tools impact perceptions of service quality
• Effective chat-driven support enables employees to continue working while getting the help they need
• IT teams are challenged by using multiple tools to facilitate support sessions.

How Astreya uses CCaaS for AI-driven contact center support

• Omnichannel support: Employees can switch between chat, voice, and video seamlessly.
• AI-Powered Agent Assist: Agents are guided to relevant knowledge & recommended responses to streamline search and enhance clarity of chat communications.
• Context retention: Transcripts & content from calls, chats and video are stored as a single thread of communication so everyone has the full story.

Example: Enterprise SaaS company with 24/7 IT support needs

• Pain Point: Remote employees were jumping between chat threads, phone systems and screen sharing platforms to troubleshoot issues, taking excess time away from their work to troubleshoot or explain issues.
• Astreya’s Solution: An integrated CCaaS platform simplifies how employees communicate with support to a single thread and tool that could be used for all modes of communication, even troubleshooting issues w/ remote employees over video, and reducing overall contact time by 30% over the 60-day adoption period. Streamlining communication channels reduces customer support effort, making it easier for users to get the help they need no matter how they begin the request.

Process mining & workflow optimization – Fixing IT bottlenecks with Astreya’s Pictor

Why process mining is essential for IT support

• IT teams lack visibility into inefficiencies in their workflows.
• Process mapping is time consuming for already in-demand knowledgeable resources.
• Escalation delays cause noise and bottlenecks, impacting resolution times.
• Manual, high-touch processes slow down IT service delivery.

How Astreya Uses Pictor for IT workflow optimization
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What Pictor does:

• Maps and measures processes to identify bottlenecks in IT workflows.
• Visualizes workflows and drives business decisions that improve efficiency & efficacy.
• Improves self-service and automation potential by analyzing ITSM usage & request patterns.

Example: Software ompany with global IT logistics operations

• Pain Point: Complex and widely varied workflows were difficult to capture and define, degrading efficiency and digital employee experience, especially for new hires.
• Astreya’s Solution:
  • Used Astreya’s Pictor to map & measure the standard process, capturing all of its potential variants.
  • Used process performance data & variant analysis to identify bottlenecks and worked with business stakeholders to refine the process to mitigate unnecessary variants and simplify employee experience.
  • Streamlining the process improved delivery times, communication clarity, employee satisfaction and reduced support escalations by >65%.

Achieving Enterprise Flow State with Astreya

By integrating world-class Customer Support Engineers, ServiceNow ITSM, Moveworks AI Automation, Looker Studio, CCaaS platforms, and Pictor, Astreya transforms IT support from a cost center into a business velocity enabler.

Key benefits for enterprises:

• Reduction in IT ticket response times and aging
• Faster IT resolution times (improving employee productivity)
• Decrease in repetitive IT requests through proactive maintenance
• Improvement in digital employee experience & satisfaction

Want to optimize IT support for your enterprise?

Schedule a consultation with Astreya today