IT Service Management is going through a lots of changes—just like the rest of IT and businesses in general—and these changes are being led by the impact of digitization. ITSM is still the backbone for the business because it can improve (or negatively impact):
- Workplace productivity
- Customer satisfaction
- Supply chain efficiency
The HDI 2016 Technical Support, Practices & Salary Report reported that 57 percent of support organizations saw an increase in ticket volume in 2016. Cost per ticket increased to $18.5 in 2016 from $16 in 2015. Key factors that attributed this increase were: increases in customer base, technology/application/service related changes and increased scope. Ten percent of organizations that saw a decrease in ticket volume attribute this to change in infrastructure, self-help, knowledge management and several additional shifts and changes.
Does your organization deal with more or less tickets than what you planned for at the beginning of your fiscal year? How automated are your tickets – from submission through categorization to routing to the right agent? If you believe it could be better I suggest you attend our next webinar to learn how to attain your ideal ITSM environment.
November 15, at 8am PT (Los Angeles), 17h CET (Paris)
The Speakers for this event include:
- Bruno Labruere, Senior Director of Engineering for ITSM at Micro Focus
- Jacques Conand, Director of Products for ITSM at Micro Focus
- Torrey Jones, Principal Consultant at Greenlight Group
When you attend this webinar you will see the live demo of our new ITSM release.
Register now for this webinar to discover more about how your digital enterprise can achieve adaptable and fast ITSM Software at low cost.
I look forward to speaking with you then!
Service Management Automation