When the service desk doesn't respond fast enough, users notice. According to MetricNet research, the longer the mean time to resolution, the lower the average customer satisfactions score. You can't argue with those facts. The only thing you can do is to take the necessary measures that will speed up operations.
Unfortunately, faster IT service management also can correlate to a higher risk of user or configuration error. Quicker throughput could cause service desk professionals to deviate from established organizational best practices or missing key contextual items from the ticket history. Both undermine the success of the ITSM solution and business practices the organization has worked so hard to establish.
Furthermore, human error becomes more prevalent when technicians kick operations into overdrive, particularly when they aren't supplied the proper tools for combating rote data entry and re-entry. Repetitive tasks like these provide little to no value when performed manually, but introduce a lot of uncertainty into service desk delivery and, by default, the users who rely on its integrity.
To improve consistency in ITSM, service desks must innovate using tools imbued with Artificial Intelligence. These can speed up workflow and response times without cutting into quality. Here's how:
1. Predictive analytics support strong data conditioning
Uniform values across all service tickets allow technicians to locate information quickly, assess it immediately and deploy it intelligently. As more ITSM suites incorporate machine learning and automation, data standardization becomes vital to process efficacy.
So, apart from sparing technicians from the finger fatigue of routine data entry and the resultant complications, AI also establishes a sturdy foundation on which the service desk can build a next-gen ITSM workflow. When advanced service desk offerings include predictive analytics engines for rapid ticket completion, technicians not only save time but ensure that less work today doesn't create more work tomorrow.
2. Automated recommendations assist in resolutions
Resolving a ticket isn't always straightforward. Actually, as service desks increasingly rely on self-service resources and end user-facing knowledge centers for low-level incidents like password resets, the work reserved for the technicians will only grow more complex.
To prevent this intricacy from consuming a service desk workflow whole, organizations should use smart ITSM software with easily-accessible automated resolution recommendations. That way, technicians won't waste time twiddling their thumbs over complicated tickets as a slew of possible solutions are just a click away. Moreover, automated suggestions save service desks a bundle on training, as well as costly errors made by new talent.
3. AI ensures you learn from history (so you aren't doomed to repeat it)
Historical data is a powerful resource many businesses neglect to utilize properly. For the service desk, this information could help weed out recurring issues with simple solutions and uproot major problems so deep below the surface you didn't know they were there. In addition, historical data grants IT organizations the ability to treat their users like individuals without slowing things down.
The more that AI becomes tightly integrated with the ITSM platform, the smarter the service desk becomes. With time, that newfound intelligence translates to smoother operations, less managerial oversight and fewer mistakes.