Ask most business users how they feel about their IT organization and you’re likely to receive a lukewarm response. IT complexity — along with budget constraints and increasing business demands — impacts IT’s ability to deliver services and, in turn, the business’s ability to remain productive. The result: frustrated end users and an IT organization with a bad reputation.
However, IT managers can turn this scenario around through proactive IT service management. With ITSM, the IT organization can also improve service for their customers — a top priority for CIOs and business decision makers, as identified in a recent ITSM survey.
Turning to “Data-Driven IT” Service Management
Service managers tend to be heavily overworked, which means they operate in reactive mode. Managers end up in a catch-22: they get scolded for having a high backlog, but simply can’t keep up with the demand. Luckily, data-oriented service management systems can put an end to this negative cycle. Analytics help IT leaders understand trends and patterns as well as arm them with the information needed to better manage people and processes.
With data analytics, managers gain visibility of each technician’s total open work, including the complexity and prioritization of those tasks. The manager can then readjust workloads across the organization to avoid burning out a single technician. This tactic also helps improve incident resolution time, ensuring one issue doesn’t sit further down someone’s queue than necessary.
When a leading semiconductor manufacturer used an analytical dashboard to review the total open work assigned to its technicians, the company’s IT managers found that some technicians had double the typical load of problem tickets. Identifying the issue and spreading out the tickets enabled the company to reduce its mean time to resolution (MTTR).
We also worked with a large retailer looking to manage Tier 1 service desk workload and performance across its contact center and incident management. The company’s IT managers deployed an analytics dashboard that integrated Avaya call center data and ServiceNow data. By tracking first-call resolution, call metrics, and incident-to-call ratio, the retailer was able to identify areas where additional agent training could improve metrics.
Identify Reassignment Inefficiencies
With data analytics, businesses can also conduct reassignment analyses to uncover and remediate inefficiencies. Managers can easily review how many times a task was assigned, the duration of each reassignment, and to whom it was last assigned.
Prior to working with Numerify, a large investment bank had no way to identify the origin of reassigned tickets. After implementing a dashboard with aggregated ticket data, managers were able to more effectively track reassignments and state changes. With this information in hand, they could identify reassignment patterns and pinpoint where to follow up on training needs and staff allocation.
These are just a few simple but powerful insights an analytics solution can provide to managers. Such insights help them deliver proactive service management and ultimately break the negative cycle between IT and the business.
[Photo courtesy of Pixabay.]