At Samanage, you’ll hear us talk about visibility a lot. Why? Because visibility is probably the biggest pain point that we hear prospects and customers talk about. IT leaders truly just want to see what they have and how they are performing. For success to be seen, IT service desk teams have to be enabled to not only measure their successes, but to put into place KPIs that will determine what success looks like. Slowly but surely, IT is changing the game and beginning to show itself as a value center instead of as a cost center. As this change comes to life throughout enterprises, IT departments need to have the toolkit to ensure that they are intelligently enabled to prove their awesomeness (yes, awesomeness!).
Traditional track and trend reporting just isn’t going to cut it anymore. Pulling together a spreadsheet and showing a pretty graph with an upward arrow isn’t going to motivate the executive team to understand your goals and dreams. Metrics and numbers don’t quite scream “visibility” when it comes to determining value and performance. However, using metrics to formulate actionable insights and steps to performance improvement is going to cause the shift from “IT the money spender” to “IT the strategic business partner.”
To gain the visibility that IT leaders seek, a solution is essential. Manually seeking information is a great idea for about two seconds, until it becomes daunting. With cloud solutions, such as Samanage, in place, IT can see beyond their walls and gather business intelligence that not only benefits them, but the organization as a whole. As a wealth of knowledge is collected in one place, IT can easily piece together problems and successes, and provide recommendations to the organization’s leadership.
While metrics and showing success is critical, actionable insights are going to change the perception of IT. By simply thinking more holistically about the organization, instead of just department by department, insights can turn into action items.
The best part about visibility is that you don’t have to assume that you are making the right decisions or recommendations. With a solution in place, preferably with a benchmarking capability, you are able to compare your team’s performance to industry peers. Moving away from just the basic metrics and KPIs allows IT to intelligently evaluate their performance, such as what might not be working, and determine the best course of action moving forward. With immediate access to performance trends, IT leaders have the supporting criteria they to show executives and the opportunity to set a plan in action to make changes and rein in costs.
Instead of traditional (and frankly boring) reporting, the right solution in place allows IT to show the organization how to track, trend, and move forward with delivering exceptional service and insights, all while helping executives understand and improve the bottom line.
About Danielle Livy
Danielle is the Senior Director, Marketing at Samanage. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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