Info-Tech Research Group's new blueprint provides a comprehensive guide to analyzing IT service management (ITSM) ticket data and addressing key challenges such as poor ticket hygiene, undocumented tickets, and overwhelming metrics. The recently published study offers actionable insights to help organizations improve service desk efficiency and decision-making.
Toronto, May 31, 2024 /CNW/ – As the complexity and volume of IT service tickets grow, organizations struggle to maintain efficient service desk operations. Recent advances in AI and data analytics provide new opportunities to gain insights from IT service management (ITSM) ticket data, and it is critical for service desks to consider how they can best leverage these technologies. According to Info-Tech Research Group's latest Blueprint, Analyze your ITSM ticket data, We address the challenges faced by service desks by providing a comprehensive approach to optimizing service desk performance through data analytics. By centralizing and standardizing ticket data, tracking meaningful metrics, and systematically analyzing the results, organizations can significantly improve service quality and operational efficiency.
“Like any practice, analyzing ITSM ticket data works best in a defined flow.“ To tell Benedict ChanAdvisory Director at Info-Tech Research Group. “Service desks leverage ticket data to inform actions and improve service, but many organizations don't know where to start. While it's tempting to wait for perfect data, there's great value in analyzing the ticket data that exists today.“
Info-Tech's Blueprint emphasizes the importance of a structured approach to ITSM ticket data analysis. By following a three-step methodology, organizations can improve the cleanliness of their ticket data, identify key trends, and make informed decisions to improve service desk performance. This recommended framework helps service desks maintain high customer satisfaction and operational excellence while meeting evolving business needs.
“Reviewing ticket data allows organizations to improve organically. This process provides insight into the state of the environment, the health of processes, and the quality of service. Regular data analysis drives continuous improvement.” To tell Mahmoud RaminSenior Research Analyst at Info-Tech Research Group. “You should act on the results of your ticket analysis. This includes celebrating successes when the data is good. If necessary, you can make significant changes to your service desk strategy or processes based on the results. It's also important to communicate the results to the right stakeholders, from end users to technicians to management.“
The research in the new Blueprint outlines a comprehensive approach to effectively leverage ITSM ticket data. This structured methodology helps organizations systematically collect, analyze, and act on ticket data to drive meaningful improvements. The approach includes the following steps:
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Gather the data: Start collecting ticket data or measuring the right metrics to ensure you have comprehensive coverage of your service desk activity.
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Extraction and Analysis: Organize and visualize data to extract insights and identify patterns and trends that can inform decision making.
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Act on the results: Implement effortless improvements and celebrate quick wins to build momentum and demonstrate immediate value.
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Implementing larger changes: Refer to ticket data when implementing processes, tools, or other changes to ensure alignment with data-driven insights.
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Communicate the results: Use data to demonstrate the value of your efforts and effectively communicate their impact to all levels of stakeholders, from end users to leadership.
Info-Tech's research details how systematic ITSM ticket data analysis can transform service desk operations and emphasizes the need for a phased approach. This approach not only enables organizations to achieve their current operational goals, but also strengthens their ability to adapt to future challenges. By integrating comprehensive data analytics techniques, service desks can improve incident resolution times, reduce operational costs, and increase customer satisfaction. Adopting these techniques will enable service desks to address issues as they arise, maintain high service standards, and drive ongoing operational excellence.
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Source: Info-Tech Research Group
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