Simply seeing a hurdle is typically easier than clearing it. Consider the following: Healthcare IT professionals had no trouble identifying obstacles, as 44% of the more than 100 respondents who participated in a HIMSS Media survey cited lack of resources to manage help desk tickets as one of the top challenges for IT service management (ITSM) operations, 25% poor internal communication, and 34% the inability to view resources across tickets and projects. Relatively few survey respondents, however, recognized solutions to these problems.
“Any ITSM department that is experiencing pain needs to first identify what the source of the pain is and then pick the right processes and tools to address these challenges. Sometimes the source is not obvious.”
– Andrew Graf, Chief Product Strategist, TeamDynamix