Switching to cloud service desk software can improve your IT service desk efficiency right off the bat. Without the hassles of maintaining on-site hardware and installing upgrades and patches, IT workers are freer to actually fix problems.
According to a report by Computer Economics, in the U.S. and Canada, the median corporate IT ecosystem has over 1,500 users, and the IT service desk handles a median of 60 help tickets per day. Large organizations can easily face 130 help tickets per day.
So how long does it take to resolve these tickets? Well, that varies based on urgency of the problem, staffing levels, and service desk competency. But here are some averages…
Urgent and High-Priority Problems
Urgent and high priority problems are defined as:
- the ones that impact a high percentage of users
- the ones that may indicate security breaches
- the ones that could compromise health and safety (depending on the industry)
Target times for resolving these problems generally range from two hours to 2.5 days. The occasional urgent problem (such as everyone’s password somehow getting reset) could be tackled quickly with SaaS service desk software that allows you to give end users a way to fix the problem themselves via self-service portal rather than submitting help desk tickets for it.
Medium and Low-Priority Problems
Medium and low-priority problems generally carry target resolution times of one day to six days, although some low-priority problems (which are often actually “nice to have features”) may be targeted for resolution “when we get around to it.” Some lower-priority fixes, such as ordering new software, can be taken care of by end users themselves if they have access to a service catalog and self-service portal. Without these features, time to resolution is greater, because service desk workers will want to take care of higher-priority or emergency problems before dealing with software ordering and the like.
IT Service Desk Staffing Levels
The percentage of IT workers assigned to the IT service desk dropped during the 2008 to 2010 recession, and even today, asking for and getting more IT service desk workers is a challenge for many IT managers. While advances in IT service desk software, including a shift to SaaS service desk software, have improved service desk efficiency, more businesses are demanding support for more devices than ever, so resources are still strained in many companies. This is yet another reason more IT departments are pushing for a shift to SaaS service desk software.
Keeping Statistics from Giving Inaccurate Impressions
Help desk metrics aren’t going away, but there are ways that IT departments can tailor their reporting and metric records to paint a truer picture of resolution times. For example, if resolution times are based on a 24/7/365 clock, metrics can easily become skewed in organizations where the service desk is only open during normal business hours. For example, solutions to problems with a one-day resolution target can be skewed if the help tickets come in late Friday afternoon and the help desk is closed over the weekend. Creating separate reports for problems that come in outside of regular business hours can keep these incidents from skewing overall resolution times unfavorably.
Your SaaS Service Desk Software and Resolution Times
Fact: if your company doesn’t have good IT service desk software, problem resolution times suffer. Samanage offers SaaS service desk software that obviates the need for an on-site server (along with its care and maintenance) and that provides the tools that IT service desk professionals need to work as efficiently as possible. Knowledge base tools allow solutions to be saved for quick reference on future similar problems, and self-service portal and service catalog capability let end users solve many basic IT problems without the involvement of service desk workers. If you’re under pressure from the executive suite to hold down resolution times and costs, then top-notch SaaS service desk software like Samanage is your key to succeeding.
About Adam Shearin
Adam is an accomplished sales professional with over six years of experience working with mobile applications and cloud-based IT service desk and asset management solutions. Experienced working with a broad range of clients from SMB to Fortune 500, Adam clearly and confidently knows how to best articulate the benefits of multi-tenant SaaS-based ITSM/ITAM software. Adam's service management expertise isn't limited to IT and transcends departments organization-wide, bringing a new level of efficiency and processes to departments that once relied solely on spreadsheets and emails.
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