Today ITSM has become an essential part of an organization's IT strategy.
Companies are looking for new ways to increase the efficiency of the IT service delivery rate. However, handling billions of data can prove challenging, and therefore, companies nowadays depend on ITSM Analytics to find blind spots and make better decisions.
Here are five ways in which ITSM Analytics can improve IT service delivery:
Generally, ticket resolution rate is an effective parameter to judge service desk performance. However, it may fall short sometimes.
In such cases, technicians can close tickets without a proper resolution, compromising service quality. Managers use analytics to correlate re-opening rates and ticket resolution, accurately determining work efficiency and ensuring quality services.
Customer satisfaction is the ultimate goal of service delivery. Angry and distrusting customers can lead to a loss of credibility and revenue.
A real-time service level agreement (SLA) dashboard can identify ticket priority and measure service desk performance against end-user service levels. Using analytics, employees can set realistic SLA goals, route ticket assignments, and communicate risks of agreement violations.
Recent statistics show that companies can waste up to 12% of their time with tasks like composing back and forth emails. It can lead to delayed IT services and a bad user experience.
Modern ITSM Analytics include chat boxes and voice assistants, making communication easy and fast. Intelligent dashboards understand, categorize, and follow up with service requests until the user is satisfied.
Analytics also has made tracking the performance, understanding trends, and getting suggestions effortless.
“The image shows the function of an ITSM company, including Patch Management, Ticket & Incident Management, Problem Management, Workflow Automation, and Asset Management.”
ITSM Analytics uses automation to provide faster service delivery. Better speed execution, improved customer experience, low cost, reduced human error and intervention, and increased task adaptability are the perks of automation that allows ITSM to get the upper hand in better IT service delivery. Using machine learning can also be beneficial as it allows companies to predict future demand for IT services and identifies and resolves issues speedily.
ITSM Analytics uses real-time dashboards to study periods of peak business activity and categorize and assign technician workload by critical metrics. These metrics include the number of incoming user requests, ticket turnaround time, and technician performance.
Companies aim to develop an excellent staffing model to suit the increasing customer demands and improve the service desk's efficiency. Planning, scheduling, and allocating the workload equally among the staff is a priority today to ensure better service delivery.
ITSM Analytics has evolved over the years, dictated by customer demands, work culture, and technology. IT help desks have now become service desks and dashboards that can handle billions of data effortlessly.
Analytics has made the delivery of IT services cost-effective, garnered better revenue, and improved the efficiency and working methods of ITSM service desks.