ITSM school is always in session
When it comes to solving complex IT issues, knowledge is power. At many businesses, however, the task of providing service and support to end-users is treated as a static, scripted task with no-one really “knowing” anything.
This works for basic, repeatable support problems, but when something new and complex comes in, scripted and static IT Service Management (ITSM) organisations will find itself unable to solve many problems. By focusing on increasing and sharing knowledge, top-performing ITSM organisations have processes and staff that are well-positioned to solve unique problems that businesses face today.
A recent Aberdeen report looks at how ITSM leaders tap all areas of knowledge within the business and make it easy for IT and users to collaborate and share information.
Figure 1 below shows some interesting differences between ITSM companies that focus on knowledge sharing and collaboration, and those that don’t.
Evidently there is a strong focus on building knowledge and expertise, as these knowledge-based IT organisations are 23% more focused on building internal expertise and 63% more likely to train end-users on approved usage. These IT organisations also understand the importance of sharing knowledge, making it possible to resolve new and complex issues.
Extending IT with improved knowledge
In Figure 2 we see that the IT organisations with knowledge-based support groups continue to excel and that such companies are 80% more likely to deploy a new ITSM strategy.
Figure 3 below illustrates some of the key benefits that businesses with a knowledge-based focus on IT are reporting when compared to all other IT companies, such as being 60% more likely to receive fewer calls to the service desk and being able to solve issues more quickly.
Knowledge can take many forms – there’s book smarts for those who have undergone training and education, street sense and gut instinct, and group knowledge.
Smart organisations take all of these kinds of knowledge, connect all the individuals and groups with expertise, and use this information to improve the service and support that it provides.
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.
Besides Nebula’s insight and research services, we also provide services to help large enterprises assess, optimise and manage their enterprise ICT environments.
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