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How Proactive Technology Support Can Help You Win the War for Talent

How Proactive Technology Support Can Help You Win the War for Talent
January 5, 2022 • Marcus Rebelo, VP, Global Sales Engineering and Security Officer

How Proactive Technology Support Can Help You Win the War for Talent – Forrester Report Recap

According to the U.S. Bureau of Labor Statistics, employers are losing more than four million workers every single month. That, coupled with the record number of 11 million open jobs, has left businesses across the board scrambling to crack the code and find a way to not only attract top talent – but, more importantly – keep them from jumping ship at the next best opportunity.

One effective way to achieve this goal, according to a recent Forrester report, is to deliver a modern technology experience that is proactive, automated and comprehensive. But how? We’ve summarized our thoughts on Forrester’s analysis below.

A Fundamental Shift

To remain competitive in the battle for top talent, today’s IT leaders must focus not only on the technologies they adopt and deploy, but also how those advanced capabilities serve to support and improve the end-user experience. Thanks to tools like analytics and automation, a fundamental shift is taking place that involves a targeted move toward:

  • Proactive Problem-Solving – Rather than waiting until an outage occurs, modern IT leaders are instead leveraging intuitive technology to identify potential concerns and address them automatically, before they have a chance to wreak havoc. This prevents costly and frustrating downtime and inefficiency.
  • Self-Service Support – Long wait times for help desk assistance are a productivity killer, but there’s only so much one team of humans can handle at any given time. Intelligent, interactive automation puts the power back in the hands of the end-user, enabling them to resolve common issues – like password resets – instantly and without the need for any human intervention.
  • Total End-User Experience – IT support teams that operate in a vacuum are limited in terms of their ability to improve things like interfaces and platform functionality. Forward-thinking IT leaders must focus on engaging with users across their entire journey to more effectively identify opportunities for continuous improvement and an optimized end-user experience.

Experience-Focused Technologies

To carry out this new vision, IT operations teams must be strategic in the technologies they select – particularly when it comes to the service desk, tech operations, and end-user computing. Ideally, they must focus on tooling that enables them to investigate, automate, and improve daily user experiences.

According to the analysts at Forrester, those technologies should primarily include:

  • Automate the most common help desk interactions using ESM & chatbots.
  • Achieve oversight of end-to-end customer experience and their interactions by adding machine learning to digital experience monitoring and CMDB.
  • Simplify EUC device management with UEM and EUEM to shift effort from management to optimization and enable teams to resolve common issues through automatic remediation.

Real, Sustainable Results

Together, these tools deliver a tech stack that not only supports specific IT teams, but also accelerates and optimizes daily tasks, responsibilities, and desired outcomes. Specifically, these solutions enable organizations to:

  • Respond to incidents faster
  • Uncover and autonomously address hidden issues
  • Avoid common issues
  • Automate end-user support
  • Directly improve user experiences

When it comes to catching the eye of top performers in the current ultra-competitive market, organizations must take initiative to offer more than just high pay and good benefits. They must make a commitment to adopting cutting-edge technology that empowers workers and makes their lives easier. The insight provided by Forrester should provide the framework necessary to help modern employers gain a coveted edge in the war for talent.

To read the Forrester report in its entirety, download your free copy.

Marcus Rebelo

About the Author, Marcus Rebelo:

Currently, I serve as the vice president of global sales engineering at, where I work with the Fortune 1000, leading telcos, and global MSPs to design and implement creative IT automation solutions that enable more agile, efficient IT operations. With more than two decades of experience in networking, software, and hardware technologies, I have deep expertise designing and architecting IT solutions that create strong foundations for innovation.

My love of technology started with my first Basic programming course in the early 1980s. Since then I have held positions ranging from the service desk to complex service development across a wide variety of organizations including NTT Communications, IPsoft, BMC Software, Wipro, and Hewlett Packard. In my current role at Resolve, I grew the sales engineering team to a global organization and worked with numerous customers on their journey to automation success. Frequently, I speak at industry events on automation, digital transformation, and cybersecurity topics as well as write or contribute to articles.

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