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The previous workflow relied on four systems and took five manual steps. “It really took six manual steps, if you count the employee reaching out to request access in the first place,” Ernst said.
ServiceNow’s enterprise service management platform allowed the team to simplify the process to automatically renew and revoke admin rights for employees.
The team reduced its swivel-chair labor by 8 to 20 hours a month with the new workflow pattern, leading to an estimated $170,000 in productivity gains per year.
It also experienced an unexpected benefit from the automation, which was that the number of requests fulfilled nearly doubled as employees submitted needed requests more reliably.
KEEP READING: Digital velocity helps businesses innovate faster.
Immersive Experiences Drive Efficiency Through Practice
The unexpected benefit Erie Insurance saw when it automated its workflow reflects an improvement in behavior.
CDW’s Lorn Campbell, senior innovation consultant, and Steve Horvath, chief architect of service management solutions, spoke about breakdowns in behavior Tuesday. In their session, “Faster business results through immersive experiences,” they shared how a breakdown in the DevOps workflow is often the result of people rather than technology.
Alignment, one of the components of behavior, can quickly fall out of sync among employees of different levels. This problem with the employee experience leads to difficulty in retaining employees.
This misalignment ultimately leads to further chaos in the organization. CDW’s immersive experiences aim to take this chaos and create learning experiences based on the Kolb experiential learning cycle. This cycle begins with a concrete experience, the results of which the learning will reflect on and assess. From there, abstract conceptualization allows them to draw conclusions about the experience, which they then explore, leading back to a concrete experience.
The immersive experience serves as a preventive measure for an organization. Rather than fighting fires as they occur, learning through immersion makes processes more manageable. Realigning the time spent on processes and the confidence in using the tech — for employees at all levels of the company — improves the employee experience for everyone, from CEOs to practitioners.
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