Service Desk
Why IT Support Services Need a Transformation
In the modern workplace, service desk and IT support services are no longer just about fixing problemsโthey 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 This break-fix approach is outdated in todayโs always-on, digitally connected enterprises, where complexity and inefficiencies cause significant business losses.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:
Letโs 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
| Pain Point | How It Affects Business | Solution |
| Slow ticket resolution | Long response times lead to employee frustration, lost productivity, and SLA violations. | Astreyaโs Tierless support model maximizes first contact resolution with competent customer support engineers, reducing the need for escalations. AI-driven ticket triage improves accuracy and timeliness of categorization and routing to the right team. |
| High volume of repetitive IT requests | Password resets, software access, and basic troubleshooting consume IT resources. | ServiceNow and Moveworks chat-driven automation handles the most common requests instantly without the need to engage a live agent and can be extended to proactively address common issues. |
| Lack of predictive maintenance | IT only reacts to problems after they occur, causing unpreparedness and unnecessary employee downtime. | Predictive analytics based in GCPโs Looker Studio allow IT support to forecast staffing required for peak seasons. ServiceNow Predictive Intelligence analytics enable monitoring of hardware and software health to mitigate issues before they impact employee productivity. |
| Fragmented IT support channels | Employees struggle to find support resources due to disconnected tools and a variety of disparate channels. | A contact center as a service (CCaaS) platform integrates chat, voice, video, and conversational AI to create a unified service desk experience. |
| No insight into process inefficiencies | IT teams operate without clear visibility into business processes, friction points or bottlenecks. | Astreyaโs Process Intelligence helps to map, navigate and optimize complex processes reducing costly inefficiencies. |
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.
IT Service Management (ITSM) โ Centralizing IT Operations with ServiceNow
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
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.
- Astreyaโs 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 โฅ4:1 ROI by reducing the volume of requests, number of resources needed for support and improving productivity.
Solution 2: AI-Powered ITSM with Moveworks
Example: Retail chain with 100+ global locations
- Pain Point: IT delays impacted POS system repairs, slowing checkout & reducing overall sales during peak season.
- Astreyaโs 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 โ 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 GCP + Looker for Predictive IT Support
Example: Financial Institution with 50,000 Employees
- Pain Point: Device performance issues disrupted banking operations, costing an estimated $10M+ in annual losses.
- Astreyaโs 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 โ 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
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.
- Astreyaโs 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 โ Fixing IT Bottlenecks with Astreyaโs Process Intelligence
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 RelayIQ for IT Workflow Optimization
Example: Global Software Company 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.
- Astreyaโs Solution:
- Used Astreya’s RelayIQ 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 RelayIQ, Astreya transforms IT support from a cost center into a business velocity enabler.
Key Benefits for Enterprises:
Want to optimize IT support for your enterprise?
Josh Spring
Practice Head, Smart Service Desk
With 3 years at Astreya, Josh brings over a decade of experience in a wide variety of End User Services environments and sectors. Key focus areas have been developing our comprehensive library of Astreya Support Methodology, defining our Service Desk implementation & training strategy, prototyping predictive analytics using AI/ML to forecast support demand, and deploying our Service Desk maturity framework for program evaluation & transformation roadmapping.