IT Service Management Excellence; Overcoming Resource Constraints for Better End-User Experience

Resource constraints have always topped the list of CIO challenges, and this is not going to change. So what can be done? A never-ending stream of new users, new challenges, high growth, high demand… sound familiar? How can the IT Service Management team get ahead of the curve? 

Throwing more people at the problem will not help – and it is not going to happen.  While there is no doubt that teams feel understaffed, the answer is to ‘work smarter.’  Smart service management offers a way forward. The first thing we recommend is that you take a step back and really look at the organization as a whole; where are the biggest drains for your team? 

  1. Is your IT Service Management platform draining your team? 
  2. Do your end-users have what they need to self-service? 
  3. Can your team manage tickets and projects in one place? 

IT Service Management Software Should be Easy to Use, Own, and Operate

Many IT Service Management platforms will drain resources and budgets because they are either incomplete, or they require deep technical resources to get them to do what you want. This is why organizations are seeking codeless IT Service Management systems that will allow your team to quickly configure workflow and automation. Over time you can put more and more time back in the day. 

The other key development is that IT Service Management systems can now offer more flexibility in expansion so that Enterprise Service Management becomes a reality. If HR, Marketing and Facilities teams can get onto the same platform, and administer their area on their own, you can reduce the time that IT spends managing all these disparate systems. 

What this boils down to, is codeless IT Service Management is a fundamental building block to help teams reduce administrative burden and reduce the number of systems being supported. 

IT Service Management Self-Service Portals Made Easy

Build it and they will come… end-users like self-service, if it is easy. This means that your team needs a fast way to spin up knowledge articles, link them to a service-catalog and to take feedback for ongoing optimization of the articles. If you have a self-service portal that can be easily configured without any programming, you can quickly add services or edit articles. By leveraging Knowledge Centered Service (KCS), you can also engage in ongoing optimization of the content. These factors will drive more and more self-service adoption and reduce inbound calls and tickets. 

Managing Tickets & Projects Together

Tickets tend to represent transactional work while projects represent multi-step work; which is often collaborative or dependent. Many organization separate these work types and have an ITSM platform for tickets and then a separate Project Portfolio Management system. What happens when you do this is that end-users have to go in and out of multiple platforms – further draining their time. The other bigger issue is that as an IT leader, you cannot properly manage your resources. If you bring it all together into one place, you will be able to engage in resource capacity planning which can help you optimize your use of resources and time. 

You might also like:

This website uses cookies to ensure you get the best experience on our website. By closing this notice you agree to the use of cookies.