November - 20199GOVERNMENT CIO OUTLOOK(portal, phone call, etc.) and how they were handled by the support team. Not having the structure in place to track these data points is a road block to any organization's improvement and results in lost opportunities due to misconceptions. Here are the top three reasons to buy into ITSM:· Gain back lost Opportunities: An ITSM tool helps business managers identify the gaps in service, analyze data trends, and eliminate the root cause of issues. Not only does actionable data improve the overall support of your customers' needs, any issues that might otherwise go unnoticed get highlighted before they become unresolved.A Service or Help Desk typically handles hundreds of tickets per day. There are frequently a significant number of recurring tickets, meaning that efficiency and productivity are both lost in solving the same issue repeatedly.· Set Customer Expectations by your Proven Standards: Structured data in the form of metrics help frame your Service Level expectations both internally, and with your customers. An ITSM tool can provide real-time service level updates allowing you to plan confidently within a timeline. We already know that good customer service revolves around quick, accurate communication. Setting accurate expectations up front empowers both sides of the business to prepare for the unexpected. · Data changes perception into reality: From determining what actually happened with a particular incident/service request, to managing a level of service for an agency, department or team--fundamental data gives managers the ability to analyze service levels objectively.There are numerous reasons and purposes for utilizing a Service Management tool to gather information on incidents and service requests. The primary reason can be found in simple economics, specifically the cost of lost productivity. The structure and process that is required to be able to input useful data and obtain meaningful metrics. In Nebraska, we communicate what is important by measuring trackable data and then by analyzing the story told by the metrics. The result is not only enhanced customer service, but a continued desire to improve the level of service provided to our customers. Ed TonerManagers must learn to collect driven metrics to define successful customer service by analyzing indicators and trends
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