The lynchpin of everything we do at Samanage is to make your work life better. But for us, this isn’t just a slogan, it’s in everything we do. It may sound like a cliché or a catchphrase, but making work life better is central to our strategy as a SaaS-based IT service management provider. Why should you care? An effective ITSM tool must do a number of things well, and at Samanage we’re focused on changing the old boring stereotype of clunky service management solutions and showing you how agility and visibility through a cloud-based solution can meet your needs.
Giving You Visibility
An effective tool gives you visibility into your business. It lets you see what’s happening – at a granular level – so that you can manage your support operations effectively. Moreover, it also provides visibility for those outside your organization – C-level executives, for example – so that they can see and appreciate what you’re doing, and become a partner and advocate for your success.
Providing Actionable Metrics
It’s an article of faith that good businesses are run on financial metrics. Things like profitability, revenue per customer, and hundreds of other financial metrics are used by companies worldwide to manage their businesses. But the discipline of performance measurement and management is not as well developed in most service and support organizations. The true power of metrics can only be unlocked when KPIs are used not just to track and trend performance, but also to diagnose strengths and weaknesses in the organization, develop action plans to improve performance, and ultimately to take actions that yield measurable, continuous performance improvements in service and support.
Creating Economic Value
An effective support organization creates economic value in a number of ways. First, shift left strategies can reduce costs in a support organization by resolving the vast majority of support tickets remotely. Secondly, optimizing the channel mix of incoming tickets can also reduce costs by deflecting tickets into lower cost channels. And thirdly, an effective support organization returns productive hours to end users by reducing resolution times. Collectively, these value sources can produce ROI’s of 500% or more.
IT isn’t the only function that provides a service for internal users. Human resources, facilities, payroll, and many other functions also provide services for company employees. Making work life better is not just an idea for IT. Rather, this mantra applies as much to non-IT services as it does to IT.
Providing Opportunities for Leadership
ITIL and IT service management is now a 30 year old discipline. This gives IT support professionals a 30-year head start in maturing metrics and processes versus other internal support providers, and represents an ideal opportunity for IT to lead the way by providing expertise and guidance to other departments in maturing their service management functions. As IT organizations begin to recognize the leadership role they can play in maturing the services of other departments, we are increasingly seeing multiple service organizations consolidate under a single function called service operations.
In the coming weeks, we will develop each of these principles in more detail. We invite you to follow us blog as we chart a course to making your work life better!
About Jeff Rumburg
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