Does your ITSM tool impact service experience?

If you are experiencing issues with your ITSM tool, whether it’s poorly configured due to a lack of requirements definition or workflow design, no self service capability, incorrectly labelled fields, no mandatory data fields, no reporting… the chances are you are not able to deliver a great experience. Rather than effective automation you end up with massive inefficiencies and a whole host of manual workarounds – in order for support to attempt to get the job done.

When the support teams are unable to effectively manage and view their workload, tickets, queues and escalations, it makes efficiencies impossible to realise. Much of the agents, team leader and managers time will be spent in labour intensive, manual administrative tasks trying to figure out what the support ‘landscape’ looks like with the inability to measure what it ‘feels’ like to the customers.

Individuals may work very hard to deliver great service one to one for customers and users as they call on support – but their ability to process support tickets may be sorely impacted by the workflow design (or lack thereof), before even getting to resolve the issues at hand.

We have written before about how many hours are wasted by people manually exporting data to be manipulated in excel spreadsheets before being imported into presentation format for further editing. Hours and hours of management time is spent creating these reports which have lagging data. The value of this information to the business is lost in time.

So alongside great people and well defined process, whether you have the right tool or not is a key question. What makes the tool right? There are lots to choose from in the ITSM space, whether you are scaling from start-up to enterprise class there is a product and pricing structure to suit. The really important thing is to decide what you want the tool to do, then map how it should do it, then map those requirements to the stated abilities of the tools. Many come out of the box with ITIL based process flows embedded in them.

But NONE of them come ready to service your individual organisation! ITIL gives you the what – you need to determine the how. Treat this as a core stream of an improvement project and you will get the efficiency gains and benefits of automation.

However, what if all of this is still the wrong approach?

At Bright Horse we are advocates of challenging traditional ways of thinking and have partnered with thought leaders such as Nexthink and Citrus Collab to demonstrate how IT needs to change from being a reactive support function to a proactive service enabling productivity.

If you want to know more, get in touch to discuss how we can help you on your service maturity journey. We will soon be announcing the next set of tour dates for our 2020 SLA to XLA Roadshow events ‘From Service to Experience’. We hope to see you there.

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