Dive Brief:
- One-third of IT workers in North America, have considered leaving their current job because of unplanned work that hampers efficiency, according to a survey of 1,300 global IT professionals from software company PagerDuty.
- Time-critical, customer-impacting tech issues add 100 hours of work per IT professional, per year, according to the study. One-third of companies say they grapple with at least one major tech issue a week, the majority of which are flagged by customers.
- In North America, 90% of participants say there's little to no automation involved in incident response processes. Four in 10 say their entire response process lacks automation.
Dive Insight:
Infusing a worker's day with the right type and number of tech tools improves workplace satisfaction, at a time when companies are squabbling over tech talent in key categories such as cybersecurity, cloud computing and software development.
In IT, onboarding and training workers is a time-consuming process. Measures aimed at lowering attrition can impact a company's ability to hit growth projections. Vendors such as PagerDuty, Atlassian and Jira bet on automation to improve workflows for IT professionals.
Automation comes into the fold at Johnsonville Sausage, a Wisconsin-based food company, where it helps workers monitor network data. IT workers then get access to a handful of priorities and issues to address.
Automating processes can give customer experience a boost. At Schneider Electric, chatbots handle simple transactional issues for customers, automating a workload equal to 150 full-time employees.
But to reap the full benefits of automation, business leaders should avoid automating inefficient processes, instead focusing efforts on taking repetitive processes off their workers' to-do lists.
