I was reading an article by my old friend Robert Stroud titled "is your Service Desk Relevant" at blogs.ca.com and it reminded me of a story that I would like to share.
I was doing my problem management and root cause analysis workshop with a customer a couple of years ago and we collected one years worth of "incident" information from their ITSM tool. I will explain the quotes soon. We gathered up the data into a Pareto chart and made a eye opening discovery.
80% of their "incidents" were actually service requests and the bulk of these service requests were for account management. What had been thought of as an organization with hundreds of thousands of incidents each year was actually an organization with hundreds of thousands service requests being fulfilled. This is a very different perspective. It also led them to a ground-breaking conclusion.
Account management is for the most part something that is easy to automate. They did the calculus and realized that for the investment in some software development and some process changes they could reduce the service desk footprint significantly and repurpose their human and physical resources to helping further the business.
They are well on the way in this journey and have already moved the reactive SD personnel into more proactive roles.
I recommend that you do the math and see if there are opportunities in your service desk to automate. Imagine the possibilities.
R.
I was doing my problem management and root cause analysis workshop with a customer a couple of years ago and we collected one years worth of "incident" information from their ITSM tool. I will explain the quotes soon. We gathered up the data into a Pareto chart and made a eye opening discovery.
80% of their "incidents" were actually service requests and the bulk of these service requests were for account management. What had been thought of as an organization with hundreds of thousands of incidents each year was actually an organization with hundreds of thousands service requests being fulfilled. This is a very different perspective. It also led them to a ground-breaking conclusion.
Account management is for the most part something that is easy to automate. They did the calculus and realized that for the investment in some software development and some process changes they could reduce the service desk footprint significantly and repurpose their human and physical resources to helping further the business.
They are well on the way in this journey and have already moved the reactive SD personnel into more proactive roles.
I recommend that you do the math and see if there are opportunities in your service desk to automate. Imagine the possibilities.
R.