Info-Tech Research Group’s guide to improving incident resolution through ITSM ticket data optimization

Info-Tech Research Group’s new draft 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 released study provides actionable insights to help organizations improve their service desk efficiency and decision-making.

TORONTO, May 31, 2024 /PRNewswire/ – With the increasing complexity and volume of IT service tickets, organizations are struggling to maintain efficient service desk operations. Recent advances in AI and data analytics are offering new ways to gain insights from IT service management (ITSM) ticket data, making it critical for service desks to consider how to best leverage these technologies. The latest draft from Info-Tech Research Group, Analyze your ITSM ticket data, addresses 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 results, organizations can significantly improve service quality and operational efficiency.

“As with any approach, analyzing ITSM ticket data works best with a defined process,“ says Benedict ChangAdvisory Director of the Info-Tech Research Group. “Service desks are improving their services by leveraging ticket data to drive action, but many organizations don’t know where to start. It’s tempting to wait for perfect data, but analyzing ticket data as it is today is very valuable.“

Info-Tech’s blueprint emphasizes the importance of a structured approach to analyzing ITSM ticket data. By following a three-phase methodology, organizations can improve ticket data cleanliness, identify key trends, and make informed decisions to improve service desk performance. This recommended framework ensures that service desks can keep pace with evolving business needs while maintaining high standards of customer satisfaction and operational excellence.

“By reviewing ticket data, organizations can improve organically. This process provides insights into the state of the environment, the health of processes and the quality of services. Regular data analysis leads to continuous improvements,” says Mahmoud Raminsenior research analyst at Info-Tech Research Group. “The results of ticket analysis should be acted upon. This may include celebrating successes when the data looks good. If needed, the results can lead to major changes in service desk strategy or processes. It is also important to communicate the results to the right stakeholders, from end users to technicians to senior management.“

The research included in the new draft outlines a comprehensive approach to effectively leveraging ITSM ticket data. This structured methodology ensures that organizations can systematically collect, analyze, and act on ticket data to drive meaningful improvements. The approach includes the following steps:

• Collect data: Collect ticket data or start measuring the right metrics to ensure comprehensive coverage of service desk activities.
• Extract and analyze: Organize and visualize data to gain insights and identify patterns and trends that can help you make decisions.
• Act based on the results: Implement improvements with little effort and celebrate quick wins to build momentum and demonstrate immediate value.
• Implement major changes: Reference ticket data as you implement process, tool, and other changes to ensure consistency with data-driven insights.
• Communicate the results: Use data to demonstrate the value of your efforts and effectively communicate impact to stakeholders at all levels, from end users to executives.

Info-Tech’s research details how systematic analysis of ITSM ticket data can transform service desk operations and highlights the need for a phased approach. This method ensures that organizations not only meet current operational goals but also improve their adaptability to future challenges. By incorporating comprehensive data analytics practices, service desks can improve incident resolution times, reduce operational costs and increase customer satisfaction. By adopting these practices, service desks are able to resolve issues as they occur, maintain high service standards and continuously drive operational excellence.

Exclusive and current commentary on this topic from info-tech analysts as well as access to the full Analyze your ITSM ticket data Draft, please contact (email protected).

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