CIOs are under constant pressure to reduce costs while maintaining outstanding service levels. Cost reduction usually takes priority over service, which results in poor productivity throughout the organization. When business users have computer or software issues, delayed service can cause them to lose productive time. Requests get lost in a ticketing system and employees are left waiting for IT to resolve the issue.
The root cause of unresolved issues typically comes down to a lack of coordination and teamwork within IT. This situation might sound familiar: Susan, one of the business analysts, has dozens of open issues piled on her desk while Dwight has none. Susan is known to be knowledgeable and helpful, therefore most tickets are routed her way. At the same time, Dwight thinks he has more important things to do than help end users with system problems. Both are equally qualified to help, but issues get backlogged on Susan’s desk and Dwight remains free to do as he pleases. This issue is pervasive across IT organizations and the 80/20 rule hold true: 80% of the issues are solved by 20% of the people.
To improve the issue resolution process in your organization, consider the following:
1. Measure Results
Most IT organizations have systems in place to track and monitor issues. Instituting pay for performance around issue resolution time, quantity, and customer feedback is one way IT organizations are improving service levels. Each business analyst is measured on response time and customer feedback ratings and results are published for the entire team to see.
A chemical company is currently using EVAN360 to track how quickly issues are picked up, issue cycle time, and a five-star customer rating process. Business analysts with the highest ratings receive an extra bonus at the end of each quarter, and the IT organization maintains their lean cost structure while improving service levels for their plant and corporate business users.
2. Improve the Process
Many IT support processes are supplemented with email notifications that tend to pile up in inboxes. Instead, we have seen how app notifications built within an IT service management application can streamline the resolution process. IT business analysts are automatically notified on their phone and desktop of open issues for them to resolve. At the same time, the IT managers can see real time open issues and help redirect support to outside contractors if needed.
An oilfield services company uses the EVAN360 solution to send issues out to multiple business analysts, allowing the ones who are free to pick up requests. They have also begun opening up their support pool by sending requests to more members of the IT organization. That way, more people are available to help with issues they may be equipped to handle but aren’t necessarily in their job description.
3. Extend Service
Many service management tools can be extended to request help from Human Resources, Engineering, Accounting, and more. When an organization can extend use of their service management solutions, they can drive efficiency across the entire organization. The chemical company mentioned above extended their EVAN360 platform to provide HR support during open enrollment, and they have also allowed plant operators to request help from engineering for production support. The CIO was able to add value beyond IT support and enable efficiency everywhere in the organization without adding any costs.
IT can rise to the challenge of improving results and service levels while keeping costs down. With EVAN360, organizations are accomplishing this without having to invest in costly technology. You no longer have to choose between cost reduction or excellent service—you can have both. To learn more, check out our Q&A or contact us at firstname.lastname@example.org.