Info-Tech Research Group’s new blueprint provides a comprehensive guide to analyzing IT service management (ITSM) ticket data and addressing key challenges, such as poor ticket hygiene, undocumented tickets and overwhelming statistics. The recently published research provides actionable insights to help organizations improve service desk efficiency and decision making.
TORONTO, 31 May 2024 /CNW/ – With the growing complexity and volume of IT service tickets, organizations are struggling to maintain efficient service desk operations. Recent advances in AI and data analytics offer new opportunities to gain insights from IT service management (ITSM) ticket data, making it imperative for service desks to consider how to best utilize this technology. Info-Tech Research Group’s latest blueprint, Analyze Your ITSM Ticket Data, addresses the challenges facing service desks by providing a comprehensive approach to optimizing service desk performance through data analytics. By centralizing and standardizing ticket data, tracking meaningful metrics, and systematically analyzing results, organizations can drive significant improvements in service quality and operational efficiency.
“As with any practice, analyzing ITSM ticket data works best with a defined flow,” says Benedict Chang, consulting director at Info-Tech Research Group. “Service banks are improving their services by using ticket data to inform their actions, but many organizations don’t know where to start. It’s tempting to wait for perfect data, but there is a lot of value in analyzing ticket data as it is today exist.”
Info-Tech’s blueprint emphasizes the importance of a structured approach to ITSM ticket data analysis. By following a three-phase methodology, organizations can improve ticket data cleanliness, identify key trends and make informed decisions to improve service desk performance. This recommended framework ensures that service desks can keep pace with evolving business needs while maintaining high standards of customer satisfaction and operational excellence.
“By reviewing ticket data, organizations can improve organically. This process provides insights into the state of the environment, the health of processes and the quality of services. Regular data analysis drives continuous improvements,” says Mahmoud Ramin, senior research analyst at Info-Tech Research Group. “The results of the ticket analysis need to be acted upon, which can include celebrating successes when the data looks good. If needed, the results can inform larger changes to service desk strategy or processes. It’s also essential to communicate the results to communicating the right stakeholders, from end users to technicians to leadership.”
The research found in the new blueprint outlines a comprehensive approach to effectively leveraging ITSM ticket data. This structured methodology ensures that organizations can systematically collect, analyze and act on ticket data to drive meaningful improvements. The approach includes the following steps:
Collect data: Collect ticket data or start measuring the right metrics to ensure comprehensive coverage of service desk activities.
Extract and analyze: Organize and visualize data to extract insights, and identify patterns and trends that can inform decisions.
Respond to the results: Implement low-effort improvements and celebrate quick successes to build momentum and demonstrate immediate value.
Implement larger changes: Refer to ticket data as you implement process, tools, and other changes to ensure alignment with data-driven insights.
Communicate the results: Use data to show the value of efforts, effectively communicating the impact to stakeholders at all levels, from end users to leadership.
Info-Tech’s research details how systematic ITSM ticket data analysis can transform service desk operations, highlighting the need for a phased approach. This method ensures that organizations not only achieve current operational goals, but also improve their ability to adapt to future challenges. By integrating comprehensive data analytics practices, service desks can improve incident resolution times, reduce operational costs and increase customer satisfaction. Adopting these practices positions service desks to address issues as they arise, maintain high service standards and drive continuous operational excellence.
For exclusive and timely commentary on this topic from Info-Tech’s analysts and access to the complete Analyze Your ITSM Ticket Data Blueprint, please contact [email protected].
Info-Tech LIVE 2024
Registration is now open for Info-Tech Research Group’s annual IT conference, Info-Tech LIVE 2024, which is taking place 17 to 19 September 2024into the iconic Bellagio Las Vegas. This premier event offers journalists, podcasters and media influencers access to exclusive content, the latest IT research and trends, and the opportunity to interview industry experts, analysts and speakers. Please contact [email protected] to apply for a media pass to attend the event or to access research and expert insights on trending topics.
About Info-Tech Research Group
Info-Tech Research Group is one of the world’s leading research and consulting firms, proudly serving over 30,000 IT and HR professionals. The company delivers unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely and well-informed decisions. For nearly 30 years, Info-Tech has worked closely with teams to provide them with everything they need, from actionable tools to analyst guidance, to ensure they deliver measurable results for their organizations.
To learn more about Info-Tech’s divisions, visit McLean & Company for HR research and consulting services and Software Reviews for software purchasing insights.
Media professionals can register for unlimited access to IT, HR and software research and hundreds of industry analysts through the firm’s Media Insiders program. Contact [email protected] to gain access.
For information about Info-Tech Research Group or to access the latest research, visit infotech.com and connect via LinkedIn and X.
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