An effective IT Service Management (ITSM) portal is crucial for maintaining operational excellence. I spoke with Senior IT Manager Noel Barbee on strategies to help you get the most from yours.
Evaluate Incoming Issues and Shift Left Where Possible
When implementing any new service, the first step is to evaluate the incoming requests. In ITSM, start by identifying the top 10 problems that users are reporting. For instance, as Noel points out, “If 25% of the tickets are related to password resets, providing users with the ability to reset their passwords themselves not only alleviates the workload for my team but also empowers users to resolve their problems quickly.” By analyzing the ticket data, we can easily identify which requests can be shifted to self-service. This approach relieves pressure on the support team and empowers users. You can also:
- Categorize Issues for Better Insights: Classify incoming issues into distinct categories (e.g., hardware, software, access) to pinpoint specific areas needing attention.
- Establish a Feedback Loop: Encourage users to provide feedback on their support experience. This can help identify gaps in service.
- Monitor Resolution Times: Track the time it takes to resolve different types of issues. Analyzing resolution times can highlight bottlenecks in your support process.
Meet Your Users Where They Are
Included as a function of our main ITSM solution, the SolarWinds Virtual Tech Bar is a customer interface that allows users to click on a tab in Microsoft Teams to ask any question. Noel says: “We found that many people at SolarWinds are using Microsoft Teams. In fact, it's the most utilized application within the company by far. Rather than developing a separate solution that requires users to go elsewhere, your IT service should meet them in the platforms they're comfortable with.” Once a user has engaged the portal, the system will either:
Direct them to the knowledge base to help them solve your problem independently.
OR
Failing that, assign you an appropriate agent.
The better your knowledge base, the more likely it is that users can find solutions independently.
Maintain a Robust Knowledge Base
A good ITSM portal searches for keywords and identifies knowledge base articles that may be related to your issue. Noel explains: “When I joined, our knowledge base existed, but it wasn’t comprehensive or up to date. It’s vital for the knowledge base to mature over time and remain accurate, as information can become outdated quickly, especially in our fast-paced environment. We have a few team members whose primary responsibilities don't focus on this, but it is part of their job descriptions to ensure that the knowledge base articles remain current. We've implemented expiration tags on each article to specify when they should be reviewed. Since not all articles are created simultaneously, we aim to review each one at least once or even twice a year. With these tags, we assign team members to check for validity. We have a small, dedicated team, often referred to as a ‘tiger team,’ that handles these updates.”
Create a Framework to Measure What Matters
To enhance IT service management (ITSM), it's critical to set appropriate targets through key performance indicators (KPIs) and service level agreements (SLAs).
SLAs serve as formal agreements that outline the expected service levels between the provider and the customer. By defining clear expectations, such as response and resolution times, SLAs establish minimum acceptable standards of service. This not only helps manage user expectations but also promotes accountability within the service delivery process.
KPIs are essential metrics that allow you to evaluate the success of your service or team in achieving specific goals. For example, tracking the percentage of tickets resolved by the support team with the aim of reaching targets like 80% resolution rates fosters a culture of continuous improvement. By analyzing these metrics, organizations can identify areas for training and enhance overall efficiency, directly contributing to higher user satisfaction.
Together, KPIs and SLAs create a framework for effective performance measurement and service enhancement, driving both team productivity and customer satisfaction.
Real-World Evidence of Effective ITSM
Here at SolarWinds, the stats speak for themselves when it comes to the benefits of a well-maintained ITSM portal. The Virtual Tech Bar has significantly accelerated the resolution of IT issues, allowing concerns to be resolved twice as fast and, at times, even three times faster than traditional methods. A support agent typically responds to inquiries in less than 60 seconds, a stark contrast to the lengthy wait times of an hour or more for traditional email tickets or service portal requests, especially when different time zones are involved.
The advantage of our live support agents, who are available 24/5, helps ensure real-time issue resolution that aligns with our corporate goals and enhances our service effectiveness. As a result of these quick response times and efficient turnaround, we've observed a remarkable increase in customer satisfaction. Currently, 30% to 40% of all inquiries to our service desk come through the Virtual Tech Bar, indicating that when customers experience positive interactions there, they are less likely to revert to traditional support methods. This shift not only enables faster service but also leads to higher levels of customer satisfaction.
The Human Imperative at the Heart of ITSM
Underlying all of this is the day-to-day experience of hard-working people trying to do their jobs. Noel says: “Our role in IT is to remove any roadblock to making that happen, right? That's why I'm so passionate about it.” For more insights from the world of ITSM, check out our round-up of key takeaways from the recent SolarWinds State of ITSM report.
