The next IT challenge, delivering the expectations of a millennial workforce

Millennials, defined by the Pew Research Center as those born between 1981 and 1996, are the lifeblood of enterprise. In fact, HR specialists at Workstars note that Millennials by 2025 will comprise as much as 75% of the global workforce—a generous projection given the more liberal definition of Millennials being born between 1977 and 1996. However you define the age range of this digitally native generation is a small matter when compared to the bigger picture: That your workforce is for the most part composed of Millennials and this group is a demanding one with some very specific expectations.

These expectations in turn represent the next challenge in information technology. It is a challenge that organisations must meet if they are to maximise this segment of their workforce and keep them from leaving in favour of an organisation that has actually addressed this challenge or is addressing it well enough.

One of the biggest, if not the main, challenges of organisations is giving the kind of working environment Millennials desire: Challenging but inspiring, collaborative yet innovative, high-tech and high-touch. Central to solving this workplace puzzle is innovation, defined in enterprise terms by Raconteur as “finding new revenue opportunities, optimising existing channels and, ultimately, generating higher profits” to give an organisation a head up over others.

Central to innovation is meeting Millennials’ comfort with technology and giving them the right tools that jive with their advanced tech know-how. As the Center for Creative Leadership points out, Millennials grew up with advancing technology, like Artificial Intelligence (AI), and are using it in their day-to-day activities, from communicating with one another to finding avenues for entertainment to commuting to and from work.

This reliance on technology extends to the workplace, with Millennials looking to utilise the latest in tech where possible because “it reduces drudgery and saves them time”. Sans this advantage, Millennials are vulnerable to being less productive and are likely candidates to look for organisations that are more forward-thinking when it comes to technology. Having Millennials work with legacy tools is equally worse as outdated tech is for the most part beyond their advanced know-how and will just leave them craving for the technology they truly desire for enhanced productivity.

It is in this context that pioneering platforms such as SymphonyAI Summit can help organisations innovate and leverage the latest in technology. This AI-driven IT and enterprise management solution is an emerging disrupter in IT management, offering a wide range of differentiators from integrated suites delivering complete capabilities, to service automation enabling as much as 50% auto-resolution, to easy-to-implement no code/low code technology and the breakthrough AI-driven digital agent called CINDE.

Crucially, SymphonyAI Summit offers a variety of other benefits, notably regulatory compliance at every stage in the service management process, improved security throughout the system, patch management and software distribution, automated incident remediation and accelerated service delivery. The end results, in turn, include up to 50% increase in productivity, as much as an 85% increase in CSAT scores, a considerable reduction in ticket volume and auto-resolution of at least 20% of all service tickets.

Just as important, deploying SymphonyAI Summit will give your Millennial workforce the kind of high-tech tool they need and expect. It is a solid step towards meeting their exacting demands for innovation, and a great way to keep them engaged, productive and onboard.

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