Employees, students, contractors and partners all want something from the IT organization. As an operational leader, you have to understand and forecast how this demand is shaping up and plan your resources accord- ingly. It is important to understand where, when and why the demand for service varies so that the response can be adjusted accordingly. Numerify’s ITSM solutions will help your organization reach these goals.
Having a clean, accurate and timely view of SLAs is important for several reasons – whether it is to show the efficacy of the organization or to identify training opportunities. When SLAs are breached, you want to analyze those incidents or service requests, slicing and dicing the data a myriad of ways to pinpoint the root cause.
Reducing backlog is achieved either through either increasing the number of fulfillers or increasing effectiveness of each fulfiller. In this age of doing more with less, it is imperative to investigate how resolution effectiveness can be increased via training, better processes or automation.
Higher backlogs are a leading indicator of potentially missed SLAs. In order to accurately staff for in-time incident and problem resolution, you need to make sure that your IT fulfillers are not being overworked or that the total workload across incidents, problems and service requests is within reasonable limits and in line with historical observations. A surge in new employees or a new application rollout may need additional fulfillers to handle new service requests and incidents. We will help you utilize your ServiceNow data to manage your backlog and workload
The best resolution rate is not as good as the best prevention solution. BI Analytics can help identify causal patterns and thus help prevent future incidents, problems and even service requests. Moreover, it can help predict what is about to come to pass by bringing to light the seasonality of service requests or the cause-effect relationships between certain events and higher volume of incidents.
The end goal of a high performance, modern IT service management team is to make the business side feel that they got the best support ever. Surveys can help measure the customer satisfaction, but there are other ways to measure what customers feel about the service they got, since taking yet another survey may not be on the top of user list.