Unlock Business Value and Transform Your IT Organization
Today, IT organizations are constantly challenged to reduce incident mean time to repair (MTTR) and service request fulfilment time, automate routine tasks that consume valuable resource time, and provide rapid response to unplanned outages and degradations of key business services. They are also expected to maintain a current and complete knowledge base, including known errors and self-help articles, improve customer satisfaction, and provide a centralized service offering.
A SysAid and ITSM.tools study finds 27% of respondents still using what they’ve always used as opposed to new and updated ITSM best practice sources. Another 23% find the variety of possible best-practice sources confusing. As work patterns and even locations change with the increasing adoption of the remote workforce, IT departments are being pressured to “do more with less.”