Managing digital employee experience with expanded IT visibility and automations can help businesses adapt to whatever the future holds
If the last few years have taught leaders anything, it’s that being prepared and agile is absolutely critical for businesses.
Case in point: The Covid-19 pandemic, which continues to challenge organizations with supply chain and other related issues. Add to that the “Great Resignation” trend, economic uncertainties, a global push for sustainability, and the demand for greater work flexibility — all of which enterprises need to adapt to in order stay profitable and competitive.
Under these circumstances, resilience is essential. It requires not only the ability to recover after an unexpected event, but also the capacity to predict and prevent business disruptions in the first place.
Building Resilient IT Environments
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Achieving Greater Resilience with Holistic Visibility
This type of proactive resilience starts with IT. In particular, it starts with an IT team’s ability to see across the entire IT environment and gain insights into emerging issues before they become significant problems.
With this expanded visibility, IT can start building up greater resilience on a number of fronts:
Cyberattacks continue to be common and damaging. In fact, 76% of infrastructure and operations managers experienced an incident over a two-year span that required emergency IT intervention, according to a 2020 Gartner survey.1 Increased visibility and continuous monitoring can help you more rapidly identify unpatched vulnerabilities or remediate compromised machines.
Shortage of skilled IT workers
Following the “Great Resignation,” most IT departments are stretched to their limits, and 80% of tech leaders say that finding the right talent is their greatest challenge, according to McKinsey research. Short-staffed IT teams can save resources by being more proactive about monitoring digital environments — especially when paired with automated remediations. This lowers the business impact of IT issues while also reducing the amount of help desk tickets filed.
Supply chain disruptions
Shortages and inflation are limiting organizations’ ability to purchase new hardware, and IT teams are being urged to make existing devices and infrastructure last longer. Insight into hardware usage and performance help organizations know for certain when a device just needs a fix or upgrade to perform better and when it really is at the end of its life.
Shift to hybrid work
Working from anywhere has complicated digital workplaces while also making it more difficult for IT to intervene. Holistic visibility can help IT teams stay on top of any problems that may arise in a distributed environment.
IT sustainability, sometimes called green IT or digital sustainability, is on more businesses’ radars as climate change regulations and practices directly impact organizations’ ability to be resilient. Technology can be a significant source of waste or emissions in a business, but monitoring your IT environment can help pinpoint areas where you can lessen your climate impact.
How to Achieve Full IT Visibility Across the Enterprise
Turning Visibility into Resilient DEX Management
The importance of IT visibility is something that’s understood by leading organizations, but of course data alone doesn’t go far enough. Organizations also need the goal of optimizing digital employee experience (DEX). In fact, 76% of high-performing organizations constantly manage DEX to help guide business decisions, according to Lakeside Software’s 2022 global survey results of 600 total executives, IT staff, and employees.
But what does proactive DEX management look like, and how can it be used to improve resilience?
At a high level, skillful DEX management, more commonly known as digital experience management (DEM), means leveraging deep insights from across your IT environment to identify and remediate issues before they impact the overall business — a key component of greater resiliency. Having granular data on the health of digital environments, device and app performance, and even work behaviors provide IT with a greater understanding of what end users experience and can help teams identify when, where, and why specific devices or programs are causing issues.
There are a number of ways this type of data can translate into better DEX management and resiliency. At the most basic level, having a wide range of DEX data means IT can step in and solve issues relating to device and app performance, as well as other areas before it impacts the end user or slows down business. This has knock-on effects that also result in a more resilient business that’s not bogged down by performance issues that sap productivity. And it can even help mitigate supply chain issues by keeping user devices in optimal working order for longer.
In addition, automation capabilities that can run scripts to remediate common issues are also essential for proactive DEX management. These help IT solve problems more quickly and with less resources, which lessens the burden and makes the current IT talent shortage less of a challenge.
A major aspect of business resilience is security, and here, too, proactive DEX management is important. Organizations that keep tabs on users’ systems and devices are better positioned to notice when users are working on programs with unpatched vulnerabilities and can take steps to reduce the risks.
Finally, no conversation about resilience would be complete without mentioning sustainability, and DEX insights are surprisingly powerful in helping organizations become greener and more compliant. Knowing how devices are performing means you can get insight into energy consumption across the IT environment, as well as knowledge of whether there’s any undue physical waste from discarded devices or over-used printers. This insight can then help reduce your organization’s energy usage, e-waste, and paper waste.
The Digital Experience Guide
7 Qualities of Digital Employee Experience Leadership
Building Resilience for an Uncertain Future
Resilience has become an increasingly pressing issue in recent years. It’s now necessary for businesses to be able to adapt to changing workplace norms, address emerging challenges, and adjust to sustainability standards.
These issues can be approached on a number of fronts, but one that’s often overlooked yet ultimately essential is digital employee experience. Expanding visibility into your digital environment and turning that monitoring into proactive DEX management can help ensure that your organization will continue to operate smoothly, no matter what the future holds.
Strengthen Your IT Resilience with Lakeside
Discover how Lakeside’s Digital Experience Cloud can help your organization expand IT visibility and proactively manage digital employee experiences. Request a customized demo today.
1. Gartner, “Survey Analysis: IT Disaster Recovery Trends and Benchmarks,” Jerry Rozeman and Ron Blair, April 30, 2020.↩
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