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Enhancing the Employee Experience through Advanced IT Service Management (ITSM)

Enhancing the Employee Experience through Advanced IT Service Management (ITSM)

In this digital transformation era, modern organizations are adopting IT Service Management (ITSM) as a crucial aspect of supporting the business. IT departments use ITSM to design, develop, deliver, and support the technological services they provide. But above all, ITSM is expected to deliver business value. Today, only using ITSM best practices is insufficient. Generating business value must be fulfilled, and IT teams must also adopt an experience-led strategy.

All employees within the organization will perform better when they’re offered with appropriate, seamless, and tailored IT services, increasing the overall business ROI. Therefore, your ITSM strategy should focus on creating great IT experiences for employees as technology has a significant impact on employee experience in terms of:

  • Employee satisfaction and a sense of belonging
  • Work quality and productivity
  • Job retention and satisfaction

Why does it matter for organizations to enhance their employee experience?

According to a study from the Harvard Business Review Analytic Services Survey in 2020, 82% of executives believe that the effectiveness of technology affects employees' happiness.This demonstrates how crucial it is to have an effective ITSM to improve employee satisfaction.

The front line of your business is made up of your employees who deal daily with the technology. By paying attention to their feedback on the IT services you provide, you'll able to:

  • Develop an effective IT strategy with minimal downtime
  • Enhance user experience by proactively addressing problems
  • Improve regulatory compliance by improved data management and system control

Then, how can organizations utilize technology to improve the overall employee IT service experience?

How to Enhance Employee Experience through Advanced ITSM

1. Incident Handling and Request Fulfillment

This means resolving employee issues in a timely and effective manner. For example, having incident management and service request management best practices and technology helps HR service and support employees promptly handle employee needs when applied to HR service request management. This is crucial for enhancing employee productivity and satisfaction.

2. Effective Knowledge Management

It is intended to assist employees more effectively and make it easier for employees to rapidly access the necessary information or resolution through self-help. Both use cases improve the employee experience for service requesters and the service providers for the legal department, who are now dealing with fewer inbound requests.

3. Self-Service and Self-Help

Providing employees access to online issue tracking and self-help features (such as ticket status checking). This will give employees easy access to information and support with any requests or problems pertaining to the use of the facilities. Their expectations of modern service providers are more in line with such employee-empowering capabilities.

4. Single Platform Solutions

Employee requests may be distributed among several support teams, and information can be lost in the bustle because phone lines are busy and email inboxes are full. By promoting the usage of a single service platform designed to handle a wide range of demands, IT leaders may assist the company in resolving these various procedures.

Principles for an Experience-led ITSM Strategy

  1. Start where you are

    Even baseline employee satisfaction data can reveal startling insights into what is currently working and what technological issues need to be resolved.

  2. Progress iteratively with feedback

    As your employee demands change, quickly start to identify areas to improve and make sure to get continuous experience feedback.

  3. Focus on value

    Enhancing employee job satisfaction, attracting more talented candidates, and keeping top performers should be considered by stakeholders to improve.

  4. Collaborate and promote visibility

    Employees should be able to share their experiences and understand why they are providing feedback and how their suggestions will be put into practice.

  5. Think and work holistically

    The complete, 360-view of feedback on the employee technology experience enables IT service managers to identify growing gaps before they grow into bigger problems.


All in all, technology experiences are the lifeblood of digital enterprises, and ITSM has never been more crucial. Ultimately, all ITSM improvement initiatives must begin with a thorough understanding of how employees experience IT. With this more advanced ITSM, work is completed and the necessary business goals are delivered, not hampered.


Cox, M. (2021). How to Increase Employee Engagement through Modern ITSM. Spiceworks. https://www.spiceworks.com/hr/engagement-retention/articles/how-to-increase-employee-engagement-through-modern-itsm/

IT Service Management and the Employee Experience | Qualtrics. (2022). Qualtrics. https://www.qualtrics.com/uk/experience-management/employee/it-service-management/

Mann, S. (n.d.). Enterprise service management’s role in employee experience | ManageEngine Academy. https://www.manageengine.com/academy/enterprise-service-managements-role-in-employee-experience.html

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