Imagine the following scenario: an employee urgently needs access to a system to complete a strategic proposal. They open a request in the Service Desk. Hours pass, but nothing happens. The deadline expires, the customer gives up, and the company loses a valuable opportunity.
This example may seem isolated, but it is not. According to studies by HDI (Help Desk Institute), more than 30% of organizations admit that recurring Service Desk failures directly affect their financial results. The impact is not limited to IT, it extends to the entire operation.
After all, IT is the digital heart of any company. When it fails, the entire organization feels it.
The ripple effect of an inefficient Service Desk
A poorly structured Service Desk creates a domino effect. Each request not resolved in time represents not only a delayed task, but a succession of consequences:
- Critical projects are delayed;
- Employees become demotivated;
- Internal and external customers lose trust;
- And the IT team is constantly overloaded.
It's a vicious cycle: more orders create more pressure, which leads to mistakes, which create even more orders.
According to Gartner, about 40% of the requests could be resolved automatically, but they continue to be handled manually in many companies. This means technical teams waste precious hours on repetitive tasks instead of focusing on innovation.
The cost of lost time
The average time to resolve a simple request varies between 6 to 10 hours in many organizations. It may seem acceptable, but when added to thousands of annual tickets, it becomes a huge hidden cost.
A study of Forrester estimated that the average delay in IT incidents can cost up to 1.55 million euros annually to a medium-sized company. Not to mention the impact on team motivation, which is often not measurable in numbers, but is felt on a daily basis.
The Invisible Enemy: Lack of Visibility and Metrics
Another recurring problem is the lack of reliable dataMany IT managers operate almost blindly: they know that requests are increasing, but they can't identify patterns, predict incidents, or justify investments to management.
Without clear dashboards and strategic reports, decisions become reactive. Action is only taken after the problem occurs, and by then, it's already too late.
User experience as a strategic asset
For a long time, the Service Desk was seen only as a technical support center. But in today's digital world, it's also a employee experience point.
When support is fast and intuitive, employees feel productive and valued. When it isn't, frustration sets in. Research from IDC reveal that 65% of employees who face repetitive difficulties with IT lose motivation and engagement.
Worse still, in some cases, they resort to improvised solutions—such as using unauthorized software—increasing security and compliance risks.
The role of automation and artificial intelligence
Automation isn't the future—it's the present. Manual processes no longer keep pace with digital organizations.
Intelligent workflows and support bots are capable of anticipate incidents, answer recurring questions and resolve problems before they impact the business.
According to McKinsey, companies that have already implemented automation in IT have reduced 30 to 40% the volume of manual tickets, freeing up technical teams to work on projects of greater strategic value.
Preparing IT for the future
Digital transformation has accelerated. Organizations that continue to rely on manual processes and outdated Service Desks face a real threat: fall behind.
The future of ITSM (IT Service Management) is defined by three pillars:
- Intelligent automation;
- Simplified user experience;
- Data-driven management and real-time dashboards.
Companies that integrate these pillars not only increase efficiency, but also create an environment in which IT is no longer seen as a “cost center” and becomes recognized as engine of innovation and competitiveness.
And where does EasyVista come in?
After understanding the invisible cost of an inefficient Service Desk, the question remains: how can we transform this scenario?
This is where modern solutions like EasyVista make a difference.
The platform combines intelligent automation, customizable dashboards, mobile-friendly self-service portals, and strategic reporting that help not only resolve requests, but reimagine the role of IT within the organization.
With EasyVista, every incident stops being a problem and becomes an opportunity for continuous improvement, innovation, and sustainable growth.
