In business, the instant or gradual implementation of teleworking for operational teams is already a challenge in itself. But what about IT staff, those heroes who work behind the scenes to keep digital operations running smoothly, despite the current crisis? Can they telecommute as easily as others? Shouldn’t they be present on site? And don’t they need the infrastructure in place at the workplace to provide adequate support to all employees?
IT experts can also benefit from the advantages of teleworking and become more efficient, but for this they must be allowed to put in place the right technical conditions. From collaboration tools to security issues, they can not only adequately support their colleagues in their activities, but also organize the IT team remotely themselves. Here are three tips to help teleworking IT teams support the rest of the workforce, even after confinement.
Communication and collaboration: the right tools are popular
Communication and interpersonal interactions are essential and valuable assets, not only in social terms, but also for successful cooperation. To collaborate effectively, IT stakeholders must agree on how to divide their priorities and workloads. Companies therefore need to create a space that will allow remote IT teams to share their point of view on sensitive issues.. With instant messaging tools like Slack, the business can set up separate channels that are only accessible, searchable, or usable by linked accounts.
Normally, employees with an IT problem seek help from a colleague in their office, or contact IT professionals directly. When working from home, it can be difficult to find a solution quickly, but with the group chat tools at their disposal, employees can still get help. To facilitate the process, IT can rely on ChatOps. Here, IT operating tools can communicate with employees via the instant messaging platform. A chatbot receives orders and requests from the group conversation and then transfers them to the IT operational system (Ops). He then gets a response which he feeds back into the appropriate group chat. This automates this simple process and saves time.
Automate as many processes as possible
A recent survey conducted by Enterprise Management Associates showed that IT-Ops teams use an average of 23 tools simultaneously. With so many different platforms and applications, IT professionals must switch between multiple contexts and risk losing sight of the most important elements. By implementing integrated and controlled solutions from a unified platform, the IT team can focus on the essentials.
The integrated solutions facilitate the automation of various IT processes and tasks, which translates into numerous benefits for the service. In addition to the significant savings it represents, automation reduces the risk of human error. It also speeds up the execution of processes and even enables automatic implementation of recovery in an emergency.. Companies can also harness artificial intelligence with the AIOps , to identify system vulnerabilities more quickly and perform root cause analysis.
Even after containment, cybercriminals will continue to try their luck with social engineering, phishing, and malware. Unfortunately, the increased use of video conferencing and collaboration tools is expanding their attack surface. It is therefore important that IT security is fully covered, to avoid overwhelming theIT teams for security events to deal with. By taking security training, employees will be able to identify for themselves the suspicious emails and attachments they receive. Identity and access management tools make it possible to assign user rights and detect threats and potentially dangerous activities early enough.
Ensure the continuity of its activities in the event of an emergency
Every crisis has an end, and the current situation will be no exception. Companies will then be able to resume their old habits, or change their culture to adapt to the “new normal”. Whatever their decision, they should be aware that sudden and unforeseen emergencies can arise at any time. By building on the lessons learned from this pandemic and on a business continuity strategy, they will be ready to face the next crisis, even with a telecommuting IT team.