Your service desk is tasked with resolving as many tickets as possible each day. Your staff is often overwhelmed with repeated customer questions, attitude, disgruntlement, and rising expectations that are frequently being missed. What is clearly being demonstrated is the customer’s growing need for instant gratification and rising expectations that many can’t deliver on. As more and more service tickets pile in day in and day out, there are clear inefficiencies that could be changed to drastically improve the employee and more importantly the customer experience. How you go about uncovering these opportunities for improvement will have a large impact on how equipped you are to deliver better customer experiences, improved products, optimized service tickets and enhanced ticket resolution processes.
Gone are the days of theoretical process improvement, and changes made on best guesses and hypotheses. We have come a long way. With today’s technology solutions available, we can drastically improve ITSM support desks and reduce costs while improving employee and customer satisfaction. The solution is to raise your process IQ with advanced process intelligence.
While management is removed from the frontlines of service ticket processing, they often implement esoteric initiatives that are mandated and are supposed to be critically followed. These initiatives are more times than not, challenging for the front-line teams to achieve and often put stress on staff as the SLA clock is ticking.
Rise of the ITSM Process Digital Twin
More on this Rise of the Process Digital Twin here.
The digital transformation is shining new light on the key role of IT service management, while mounting competition, and cost pressures drive a frenzy of performance improvement initiatives. These dynamics are reflected in the current explosion of new, technology-based solutions to IT service process improvement.
The proliferation of information technology platforms (ServiceNow®, Jira Service Desk, Cherwell etc.), departmental systems, mobile applications, and other IT investments– generate immense amounts of process-related data. However, aggregating that data, analyzing it, and delivering back as useful, actionable process execution insight to relevant stakeholders
One reason is the that when multiple systems touch a process, it can be difficult to combine the data into a single, usable version of the truth. Some organizations adopt Business Intelligence (BI) tools to help transform data stored in their IT systems or data warehouses into decision support for analyzing process performance. It’s true that BI can work wonders generating snapshots in time for key metrics. But these tools simply are not designed to provide a single, holistic view of process execution since they lack a key, fundamental aspect of any service process – the perspective of time.
What if you could easily and cost effectively aggregate, process data across many disparate systems, and reconstitute it as a virtual model that reflects 100% of how service process execution actually operates? This is called a Process Digital Twin.
Transforming IT Service Management with Intelligence
The competitive importance of digital transformation has highlighted the need for improved responsiveness in many IT service delivery models. But applying traditional process improvement methodologies rely on highly manual, sampling-based service process discovery, mapping and analysis. This approach is not only costly, but painfully slow with inadequate process coverage. Nor can these methods keep pace with the rapid-fire performance improvement demands of leadership as the digital shift picks up steam.
One of digitalization’s side-effects is a wealth of process data captured by the software platforms that facilitate almost every aspect of IT service delivery. The challenge – and opportunity – is to cost effectively and easily convert individual process data points generated in your ITSM platform and related systems, into a single, understandable, and comprehensive end-to-end view of service delivery execution.
Even organizations that have evolved strong data warehouse and analytic capabilities can’t solve this challenge. That’s because effectively re-creating any process flow requires the ability to interpret individual process data points in the context of time – the defining characteristic of process.
There is an answer: An application designed specifically to aggregate and organize the breadcrumb trails left behind in the audit logs of transactions executed by any software application. This field of study emerged around 2010 and has now evolved into a class of products collectively referred to as “process mining” and “process analytics” applications.
Cutting edge process intelligence technology allows ITSM leaders to see, understand, and improve actual operational processes. This enables ITSM organizations to quickly and accurately target key business, operations, and service management process flows for improvement. This includes automatic real-time monitoring and staff alerting to sustain end-user satisfaction and ensure compliance with established SLAs.
It is time to shift left and make improvements with confidence.
So, you’re probably wondering what this means… It means it is time to empower your frontline service ticket processors to solve problems earlier in the resolution process. (shift left to a resolution earlier in the service ticket lifecycle aka timeline) By doing so, you can create higher employee and customer satisfaction; not to mention reduce service ticket resolution overall costs.
There are clear and noticeable inefficiencies in your service ticket processes today, but there may be other critical problems that are harder to find and could make a bigger impact on achieving process excellence at your service desk.
So why is it, you still don’t know the whole story about your service desk operations?
There’s certainly no shortage of data but having the right solution to help makes all the difference. By utilizing advanced process intelligence, you can achieve more efficiency and 100% transparency into service ticket resolution processes. This means you can now easily identify high impact opportunities and start improving today.
Better customer service delivers you a significant competitive advantage. Process intelligence will enable you to reduce ITSM costs, operate on insight rather than best guesses, improve both employee and costumer satisfaction, and overall make your service desk a more efficient and better performing cost center.
It’s time you position your service desk to succeed, so what are you waiting for?