In a recent report Aberdeen looks at how organizations are becoming leaders in IT Service Management (ITSM) and support, and are gaining significant benefits in reduced service calls, increased agility, and happy and productive end-users.
Building the Connected IT Service Organization
The Demand for Social IT Support
Traditionally, the tools and platforms that have been used to provide IT service and support have been closed, restrictive and secretive systems. There was no, or very limited collaboration with end-users; the support systems were locked down and inflexible in how they were accessed, and those receiving support had almost no visibility into what was happening or the state of their service request. These kinds of systems may have worked in the past but the end-users only put up with them because they had to.
The tide is starting to turn when it comes to providing IT service and support that can be accurately described as social, collaborative and open. Realizing that today’s end-users demand technology services that meet their high expectations and provide a quick, transparent and collaborative experience, modern organizations are implementing ITSM platforms that let IT, users and their peers work together to solve issues. By building these socially-enabled and flexible service and support systems, these businesses are becoming leaders in IT support and are gaining significant benefits in reduced service calls, increased agility, and happy and productive end-users.
Meeting the Needs of Modern End-Users
Think about how people find answers to problems and issues today. They post a question on their social networks, where the peers can jump in to provide answers or pointers to potential solutions. They go to interactive and open forums where they can find successful solutions from others who have had the same issue. And, when they turn to a company’s customer support system, there is usually a fast and collaborative session where they can describe their problem, and have the support person work directly with them until a solution is found.
Unfortunately, this isn’t how IT service works at many organizations, especially those still stuck with old ITSM systems and practices.
According to Aberdeen research into IT Service Management, some of the top frustrations that end-users have with IT support are:
- 61% – Slow response time
- 40% – IT lacks critical application knowledge
- 16% – Difficult to reach
- 12% – Unresponsive
How can organizations address these user complaints and boost effectiveness of their ITSM platform? One key strategy that Aberdeen research has shown to provide significant benefits is to build a connected support platform that provides social and collaborative support options, bolstered by extensive self-service and peer-enabled support systems.
Building a Social and Connected Support System
To truly have social and connected service offerings, businesses need to integrate collaboration and social throughout their entire IT management infrastructure and make it a key component of most processes and workflows. When done this way, collaboration and connectivity becomes a key part of how service is provided.
In Aberdeen’s research into IT Service Management they analysed how businesses that are leaders in ITSM implemented social as part of their ITSM system. Best-in-Class organizations were more likely to integrate social into key service processes, such as workflow and project management, self-service support options and for training purpose.
Aberdeen found that organizations that build social into the fabric of their ITSM tend overall to be more likely to implement and leverage key IT service capabilities and strategies. In Figure 1, businesses that have built social and connected ITSM platforms are compared to those that have not.
Building a collaborative and social IT service and support platform is a characteristic of businesses that are overall leaders in ITSM. And organizations that take a social approach to service and support are more likely to implement and leverage key capabilities and processes of ITSM. But what are the tangible, bottom-line benefits of building a social and connected IT service system? See figure 2 below.
As Figure 2 shows, organizations that have adopted social ITSM see a number of important benefits.
Now is the time for IT Service Management organizations to embrace social and collaboration, not only as a tool for the business-side, but as a key connected piece of their own IT service and support offerings. By implementing social and collaborative components as an integral piece of their ITSM systems and processes, organizations can take a big step towards becoming leaders in service and support.
Most importantly, they can join the ranks of other organizations that have implemented social ITSM and seen a subsequent improvement in the speed with which they respond to and fix IT issues, and reduced the costs that are associated with providing IT service and support.
To put it in social terms, if you want your organization’s ITSM to be high-performing, efficient and cost effective, it’s time to change your status from closed and restricted to open, social and collaborative.
Aberdeen Group has been an international research partner of Nebula since 2010. With thousands of research documents, growing daily, Aberdeen’s research library helps enterprises and service providers discover the priorities and strategies of best-in-class enterprises.
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