New SolarWinds Report: Automation, Self-Service, and SLAs Are Keys to ITSM Efficiency
SolarWinds (NYSE:SWI) has released its 2024 State of ITSM Report, offering actionable insights based on over 2,000 ITSM data systems and 60,000 points of anonymized customer data. The report emphasizes that enhancing IT Service Management (ITSM) efficiency requires a multi-faceted approach rather than merely increasing staff. Key strategies include:
- Automation Rules: Save 3 hours per ticket and improve SLA compliance.
- Self-Service Portals: Reduce resolution times by 2 hours per ticket.
- Knowledge Base Articles: Resolve incidents 6 hours faster.
- Service-Level Agreements (SLAs): Improve customer trust and resource optimization.
These methods collectively prepare ITSM teams for diverse requests, leading to a mature service desk. The report debunks the conventional belief that more staff equates to better ITSM services, advocating instead for strategic planning and technology utilization.
SolarWinds (NYSE:SWI) ha pubblicato il suo Report sullo Stato dell'ITSM 2024, offrendo approfondimenti pratici basati su oltre 2.000 sistemi di dati ITSM e 60.000 punti di dati anonimi dei clienti. Il report sottolinea che migliorare l'efficienza della gestione dei servizi IT (ITSM) richiede un approccio multifaccettato piuttosto che semplicemente aumentare il personale. Le strategie chiave includono:
- Regole di Automazione: Risparmia 3 ore per ticket e migliora la conformità agli SLA.
- Portali di Auto-Assistenza: Riduci i tempi di risoluzione di 2 ore per ticket.
- Articoli della Base di Conoscenza: Risolvi gli incidenti 6 ore più velocemente.
- Accordi sul Livello di Servizio (SLA): Migliora la fiducia dei clienti e l'ottimizzazione delle risorse.
Questi metodi preparano collettivamente i team ITSM a richieste diversificate, portando a un servizio di assistenza maturo. Il report smonta la convinzione convenzionale che un maggior numero di personale equivalga a migliori servizi ITSM, sostenendo invece la pianificazione strategica e l'utilizzo della tecnologia.
SolarWinds (NYSE:SWI) ha publicado su Informe sobre el Estado del ITSM 2024, ofreciendo conocimientos prácticos basados en más de 2,000 sistemas de datos de ITSM y 60,000 puntos de datos de clientes anonimizados. El informe enfatiza que mejorar la eficiencia de la Gestión de Servicios de TI (ITSM) requiere un enfoque multifacético en lugar de simplemente aumentar el personal. Las estrategias clave incluyen:
- Reglas de Automatización: Ahorra 3 horas por ticket y mejora el cumplimiento de SLA.
- Portales de Autoayuda: Reduce los tiempos de resolución en 2 horas por ticket.
- Artículos de la Base de Conocimiento: Resuelve incidentes 6 horas más rápido.
- Acuerdos de Nivel de Servicio (SLA): Mejora la confianza del cliente y la optimización de recursos.
Estos métodos preparan colectivamente a los equipos de ITSM para solicitudes diversas, llevando a un servicio de asistencia maduro. El informe desafía la creencia convencional de que más personal equivale a mejores servicios de ITSM, abogando en cambio por la planificación estratégica y la utilización de la tecnología.
SolarWinds (NYSE:SWI)는 2024 ITSM 현황 보고서를 발표하였으며, 2,000개 이상의 ITSM 데이터 시스템과 60,000개의 익명화된 고객 데이터 포인트를 기반으로 한 실행 가능한 통찰력을 제공합니다. 보고서는 IT 서비스 관리(ITSM)의 효율을 향상시키기 위해서는 단순히 직원을 늘리는 것이 아니라 다각적인 접근이 필요하다고 강조합니다. 주요 전략은 다음과 같습니다:
- 자동화 규칙: 티켓당 3시간 절약 및 SLA 준수 향상.
- 셀프 서비스 포털: 티켓당 2시간 단축.
- 지식 기반 문서: 사고를 6시간 더 빠르게 해결.
- 서비스 수준 계약(SLA): 고객 신뢰 및 자원 최적화 향상.
이 방법들은 ITSM 팀이 다양한 요청을 준비하도록 하여 성숙한 서비스 데스크로 이어집니다. 이 보고서는 더 많은 직원이 더 나은 ITSM 서비스를 의미한다는 기존 믿음을 반박하며, 대신 전략적 계획 및 기술 활용을 옹호합니다.
SolarWinds (NYSE:SWI) a publié son Rapport sur l'État de l'ITSM 2024, offrant des aperçus pratiques basés sur plus de 2 000 systèmes de données ITSM et 60 000 points de données clients anonymisés. Le rapport souligne que l'amélioration de l'efficacité de la gestion des services informatiques (ITSM) nécessite une approche multifacette plutôt que de simplement augmenter le personnel. Les stratégies clés incluent :
- Règles d'Automatisation: Économisez 3 heures par ticket et améliorez le respect des SLA.
- Portails de Libre-Service: Réduisez les temps de résolution de 2 heures par ticket.
- Articles de la Base de Connaissances: Résolvez les incidents 6 heures plus rapidement.
- Accords sur le Niveau de Service (SLA): Améliorez la confiance des clients et l'optimisation des ressources.
Ces méthodes préparent collectivement les équipes ITSM à des demandes diverses, conduisant à un bureau de service mature. Le rapport conteste la croyance conventionnelle selon laquelle un plus grand nombre de personnel équivaut à de meilleurs services ITSM, plaidant plutôt pour une planification stratégique et une utilisation des technologies.
SolarWinds (NYSE:SWI) hat seinen ITSM-Report für 2024 veröffentlicht, der umsetzbare Erkenntnisse auf der Grundlage von über 2.000 ITSM-Daten-Systemen und 60.000 anonymisierten Kundendatenpunkten bietet. Der Bericht betont, dass die Verbesserung der Effizienz des IT-Service-Managements (ITSM) einen vielschichtigen Ansatz erfordert und nicht lediglich eine Erhöhung des Personals. Zu den Schlüssestrategien gehören:
- Automatisierungsregeln: Sparen Sie 3 Stunden pro Ticket und verbessern Sie die SLA-Einhaltung.
- Selbstbedienungsportale: Verringern Sie die Lösungszeiten um 2 Stunden pro Ticket.
- Wissensdatenbankartikel: Lösen Sie Vorfälle 6 Stunden schneller.
- Service Level Agreements (SLAs): Vertrauen der Kunden und Ressourcensoptimierung verbessern.
Diese Methoden bereiten ITSM-Teams kollektiv auf vielfältige Anforderungen vor, was zu einem reifen Service-Desk führt. Der Bericht widerlegt den herkömmlichen Glauben, dass mehr Personal gleich bessere ITSM-Dienstleistungen bedeutet, und plädiert stattdessen für strategische Planung und Technologieeinsatz.
- Automation rules save 3 hours per ticket and improve SLA compliance.
- Self-service portals reduce resolution times by 2 hours per ticket.
- Knowledge base articles resolve incidents 6 hours faster.
- Service-Level Agreements enhance customer trust and resource optimization.
- None.
Insights
This report from SolarWinds reveals significant operational efficiency findings that could translate to improved profitability. The data showing automation rules save 3 hours per ticket and knowledge base articles accelerate resolution by 6 hours demonstrates substantial cost-saving potential through reduced labor hours and improved resource allocation.
The study's conclusion that simply adding more staff doesn't correlate with better resolution times challenges traditional scaling models. This insight suggests SolarWinds is well-positioned to capitalize on the industry shift toward automation and self-service solutions. The company's focus on data-driven ITSM optimization aligns with enterprise digital transformation trends, potentially driving increased adoption of their ITSM software solutions.
The comprehensive analysis of 2,000 ITSM systems and 60,000 data points provides credible evidence for the effectiveness of SolarWinds' ITSM approach. The emphasis on automation, self-service portals and knowledge base integration represents a modern, scalable solution that addresses key pain points in IT service management.
The correlation between automation and improved SLA performance is particularly noteworthy, as it demonstrates tangible operational benefits that could drive customer retention and expansion. This positions SolarWinds favorably in the competitive ITSM market, especially as organizations seek to optimize IT operations without proportional staffing increases.
Findings from the SolarWinds 2024 State of ITSM Report showcase several more effective methods for up-leveling ITSM
Overall, the data asserts that organizations cannot streamline their ITSM operations by simply adding more staff members. Instead, based on SolarWinds’ findings, improving operations requires a multi-faceted strategy of deploying additional effective methods, including:
- Employ Automation Rules: Automation rules save 3 hours per ticket.
- Use Self-Service Portals: Leveraging a self-service portal can reduce resolution times by as many as two hours per ticket.
- Implement Knowledge Base Articles: Organizations that implement knowledge base (KB) articles resolve incidents an average of six hours faster than those that do not.
- Utilize Service-Level Agreements: Utilization of service-level agreements (SLAs) resolves tickets an average of two hours faster.
When ITSM teams combine each of these methods, the result is a mature service desk prepared for various types of requests. The ITSM Report provides a more in-depth look at each method and its specific benefits.
Automation Rules
According to the data, implementing automation throughout the ITSM workflows improves an organization's ability to meet its SLAs. The report shows that increased levels of automation correlate with a lower percentage of SLA misses (or the ratio of SLA misses to total tickets submitted.) Automation also helps organizations reduce the manual workload on service desk agents, scale their ITSM operations, and free up team members to focus on more strategic initiatives that drive long-term business success.
Self-Service Portals and KB Articles
The study indicates that the effects of self-service portals are two-fold. First, they allow the user to take charge of their ticket resolution, facilitating an immediate response to the problem. Second, it reduces the overall resolution time, which results in a more efficient service desk.
According to the study, KB articles are often the lifeblood of efficient self-service operations, as they allow users to find solutions to their issues, sometimes without even needing to submit an IT ticket. KB articles are most effective when they include information that is easy to understand, easy to access, and most relevant to a customer's problem. Ideally, the result is a reduction in the number of tickets and more time — for both customer and agent — to focus on more pressing issues.
Service Level Agreements
Automation, self-service portals, and KB articles are each important in helping the service desk maintain its SLAs with its customers. SLAs help set critical benchmarks for customers to judge the level of service. According to the report, maintained SLAs help improve customer trust and enhance resource optimization. They also create avenues for continuous improvement. As a service desk continually meets its SLAs, it can look for opportunities to develop new benchmarks and enhance response times and operational efficiencies.
Changing Conventional Thinking
Conventional thinking suggests that more ITSM staff translates to better ITSM services. However, the report shows no definitive correlation between the number of service desk agents and the time necessary to resolve tickets. Instead, ITSM teams should ensure they have a comprehensive plan in place, focusing less on large-scale hiring efforts and more on sound SLAs, intuitive automation, refined self-service portals, and easily accessible knowledge-based articles.
ITSM teams can learn more about how SolarWinds supports each of these efforts at https://www.solarwinds.com/itsm. For the full 2024 State of ITSM Report, including breakdowns by industry, click here.
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About SolarWinds
SolarWinds (NYSE:SWI) is a leading provider of simple, powerful, secure observability and IT management software built to enable customers to accelerate their digital transformation. Our solutions provide organizations worldwide—regardless of type, size, or complexity—with a comprehensive and unified view of today’s modern, distributed, and hybrid network environments. We continuously engage with IT service and operations professionals, DevOps and SecOps professionals, and database administrators (DBAs) to understand the challenges they face in maintaining high-performing and highly available hybrid IT infrastructures, applications, and environments. The insights we gain from them, in places like our THWACK community, allow us to address customers’ needs now and in the future. Our focus on the user and our commitment to excellence in end-to-end hybrid IT management have established SolarWinds as a worldwide leader in solutions for observability, IT service management, application performance, and database management. Learn more today at www.solarwinds.com.
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FAQ
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