15 November 2024, Fri |
1:25 AM
SolarWinds, a global provider of simple, powerful, secure observability and IT management software, has published its 2024 State of ITSM Report, offering valuable insights into optimizing Information Technology Service Management (ITSM) strategies. Based on data from over 2,000 ITSM systems and 60,000 aggregated customer data points, the report highlights practical methods for improving ITSM efficiency, emphasizing automation, self-service portals, knowledge base articles, and service-level agreements (SLAs).
The report reveals that organizations can significantly improve ITSM operations without simply adding more staff. Instead, businesses can adopt a multi-faceted approach that includes implementing automation rules, which can save up to 3 hours per ticket. Utilizing self-service portals is another key strategy, helping to reduce resolution times by as much as 2 hours per ticket. Additionally, companies that implement knowledge base (KB) articles resolve incidents 6 hours faster on average compared to those that do not. SLAs are also a critical factor, with organizations that use them resolving tickets 2 hours faster on average.
Automation plays a crucial role in streamlining ITSM workflows, reducing manual tasks, and enhancing an organization’s ability to meet SLAs. The data from SolarWinds’ report shows that higher levels of automation are linked to fewer SLA misses, which ultimately results in more efficient service desk operations. Automation also enables IT teams to scale operations and free up service desk agents to focus on more strategic tasks, driving long-term business success.
Self-service portals, coupled with KB articles, empower users to resolve issues independently, leading to faster ticket resolution and reducing overall service desk workload. The report highlights how self-service portals give users more control over their ticket resolution, improving both response times and customer satisfaction. Knowledge base articles, when properly designed and accessible, allow users to find solutions without needing to submit a ticket, further reducing ticket volume and enhancing operational efficiency.
SLAs, according to the report, are vital for ensuring that IT teams meet customer expectations and maintain operational efficiency. By consistently meeting SLA benchmarks, service desks can improve customer trust and continually refine their processes, driving long-term improvements in service delivery and response times.
The report challenges the conventional belief that increasing the number of ITSM staff leads to better service. Instead, it suggests that organizations should focus on building a comprehensive strategy that incorporates automation, effective self-service portals, and well-maintained SLAs to improve ITSM performance without relying solely on larger teams.
In conclusion, the 2024 State of ITSM Report from SolarWinds underscores the importance of adopting modern ITSM strategies to enhance efficiency. By implementing automation, self-service tools, knowledge base articles, and SLAs, organizations can significantly improve their ITSM operations, reduce resolution times, and ensure better service delivery across the board.
