Published: 17 August 2023
Faced with increasing costs and demands for better service, organizations are optimizing their service desks for efficiency, improved end-user productivity, as well as enhanced service reliability and availability. I&O leaders should adopt this three-step approach to improve the quality of their IT support.
Faster rates of change, digital initiatives and hybrid working are all contributing to higher incident volume rates at the service desk, overloading the staff and risking degradation in service quality.
Outdated IT service management (ITSM) practices can prolong resolution times and contribute to more incidents.
Highly reliable and available digital services require proactive support practices to resolve as many incidents as possible and as quickly as possible, before they can cause disruption.
I&O leaders focused on I&O operations management should:
Improve service and reduce the impact on the service desk by performing a data analysis of previous incidents and
Analysts:
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