5 Ways ITSM Analytics Improves IT Service Delivery
November 21, 2016

Sridhar Iyengar
ManageEngine

Share this

Over the past few years, IT service management (ITSM) has become increasingly important to an organization's IT strategy, and companies are seeking new ways to improve IT service delivery and efficiency via better ITSM processes. This increases the importance of tracking and measuring critical KPIs.

However, due to overwhelmingly large amounts of data, users find it challenging to manually access, track and analyze critical help desk information quickly. Using advanced IT analytics, managers can identify blind spots and hidden gaps in their ITSM process as well as make accurate decisions by monitoring key metrics.

Here is how advanced IT analytics can make the best of your IT service desk.

1. Minimize the impact of business downtime

Anticipate service outages by monitoring metrics like frequency of downtime and mean time to repair (MTTR). Using these metrics, build intuitive reports to identify crucial failure points and to understand the impact of an infrastructure change (such as server migration or a software upgrade). Communicate effectively by sharing these reports with your team, and formulate an action plan to handle emergency situations.

2. Optimize resource management

Using real-time dashboards, monitor periods of peak business activity and manage technician workload by measuring critical metrics, including the number of incoming requests, ticket turnaround time and technician performance. Develop an optimal staffing model to suit the increasing volume of customer demands and improve service desk efficiency.

3. Improve service quality

Although ticket resolution rate and technician performance based on closure rate are good parameters to judge the overall performance of your service desk, they aren't always enough. Sometimes, in order to show high closure rates and to prove their capability, technicians will close tickets without properly resolving them, ultimately compromising service quality. To combat this, managers can use analytical tools to derive a correlation between ticket resolution and re-opening rates to accurately determine work efficiency.

4. Maximize ROI on software purchases

A software asset management report can track software licenses (identifying over-licensed or under-licensed software), predict service request trends and measure software utilization rates to calculate unnecessary software expenditures. Teams can plan ahead for future license purchases, maintain compliance rates by conducting internal assessments and purchase software that adds value to the organization, thereby avoiding high costs or compliance risks.

5. Ensure high levels of end-user satisfaction

Maintaining SLA levels is one of the most daunting tasks for service desk teams. Any SLA violation leads to frustrated and angry customers, which causes loss of credibility and revenue for the organization. A real-time SLA dashboard can detect ticket priority and assignment and can measure service desk performance against end-user service levels. Using this information, teams can set realistic SLA goals, automate and route ticket assignments, communicate risks of SLA violations and set up escalations proactively.

The importance of analytics is quite clear when it comes to enhancing IT service delivery. Empowering users is the first step toward achieving any form of process efficiency.

Sridhar Iyengar is VP, Product Management, at ManageEngine
Share this

The Latest

July 24, 2017

Optimizing online web performance is critical to keep and convert customers and achieve success for the holidays and the entire retail year. Recent research from Akamai indicates that website slowdowns as small as 100 milliseconds can significantly impact revenues ...

July 21, 2017

Public sector organizations undergoing digital transformation are losing confidence in IT Operations' ability to manage the influx of new technologies and evolving expectations, according to the 2017 Splunk Public Sector IT Operations Survey ...

July 20, 2017

It's no surprise that web application quality is incredibly important for businesses; 99 percent of those surveyed by Sencha are in agreement. But despite technological advances in testing, including automation, problems with web application quality remain an issue for most businesses ...

July 19, 2017

Market hype and growing interest in artificial intelligence (AI) are pushing established software vendors to introduce AI into their product strategy, creating considerable confusion in the process, according to Gartner. Analysts predict that by 2020, AI technologies will be virtually pervasive in almost every new software product and service ...

July 18, 2017

Organizations are encountering user, revenue or customer-impacting digital performance problems once every five days, according a new study by Dynatrace. Furthermore, the study reveals that individuals are losing a quarter of their working lives battling to address these problems ...

July 17, 2017
Mobile devices account for more than 60 percent of all digital minutes in all 9 markets profiled in comScore's report: Mobile’s Hierarchy of Needs ...
July 14, 2017

Cloud adoption is still the most vexing factor in increased network complexity, ahead of the internet of things (IoT), software-defined networking (SDN), and network functions virtualization (NFV), according to a new survey conducted by Kentik ...

July 13, 2017

Gigabit speeds and new technologies are driving new capabilities and even more opportunities to innovate and differentiate. Faster compute, new applications and more storage are all working together to enable greater efficiency and greater power. Yet with opportunity comes complexity ...

July 12, 2017

Achieving broad competence in event-driven IT will be a top three priority for the majority of global enterprise CIOs by 2020, according to Gartner, Inc. Defining an event-centric digital business strategy will be key to delivering on the growth agenda that many CEOs see as their highest business priority ...

July 11, 2017

It's not especially surprising that a new IT survey shows that cloud use for business and government poses challenges. In significant numbers across the board, respondents cited cloud complexity, compliance and security, cost control, speed of delivery, and domain expertise as the cloud problems their organizations were working to overcome this year ...