Is your IT service desk working towards greater automation and improved levels of customer service? Big data could be the perfect solution. Big data is more than just a buzzword, it’s a real-world solution that is providing answers to a variety of real-world problems. At the service desk, big data can be used to improve performance, boost customer service, and give the service desk better tools to eliminate problems.
Big Data Can Identify Performance Issues Quickly
Big data solutions allow you to gather historical data about system performance and problems. Over time, this historical data can prove tremendously beneficial in helping to quickly and accurately isolate new problems that come along. This allows your help desk to address performance issues and bottlenecks without going through a long and tedious process of troubleshooting. Often, the answers yielded by big data aren’t what humans expect, leading your team to unanticipated solutions quickly and with very little trouble.
Big Data Can Help Identify and Resolve Intermittent Problems
Intermittent problems are among the hardest to track down and resolve. Sometimes, it’s not obvious to the onlooker what series of events led up to triggering the problem, and it’s difficult or impossible to replicate the conditions again in order to determine what’s going on. Big data can see through all the confusion to determine the sequence of events that leads to the problem. This can be tremendously helpful in identifying and correcting particularly frustrating issues within a complex system, saving your service desk hours of needless work.
Big Data Gives You the Ability to Collect and Use Unstructured Data
Much of the data that your IT service desk has is in an unstructured form. This includes information gleaned during phone calls to the help desk, emails, instant messages, and more. Big data solutions can help gather and format that unstructured data so that it becomes useful in the IT service management solution.
For example, picture that one of the departments in your company has a recurring issue but nobody has been able to identify what’s causing it. The pertinent information necessary to solve the problem is contained in recorded phone calls to the service desk and in emails from the department managers to your IT team. With big data analysis, those hidden clues can be brought to light. A complicated issue can be resolved with a simple report generated by big data analysis.
Big Data Can Improve Your Knowledge Base and Self-Serve Features
Big data can also be used to analyze the queries to your knowledge base and self-service portals. This helps you identify new trends in service, as well as track problems and improve self-service functions. For example, if the big data analysis detects that a growing number of inquires about a particular problem are popping up, the IT team can develop a better way to address that problem. Similarly, if more people are requesting a particular service that you don’t offer, it identifies a way you can add to and improve your services. The data will also point to gaps in your knowledge base that need to be filled in.
Big data is just one of many tools that today’s service desk can leverage for better performance, improved customer service, and a stronger competitive edge.
About Nathan Riley
Nathan Riley is a Sales Director, ITSM at SolarWinds. He has nine years experience in the industry, and has had a front row seat for the evolution of service management as a platform for the entire organization. He helps organizations ranging from SMB to Fortune 500 bring customized service to employees. Nathan proudly served the United States Armed Forces in the United States Marine Corps.
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