The reality is that there’s always room for improvement. And, we mean that in the best way possible. While you may not have any glaring flaws that are impeding your day to day work, each process can be streamlined a little more, each response could have been a little faster, and that meeting could have been a little bit shorter.
So when we say that we’re continuously improving, it doesn’t have to mean that there was anything wrong to begin with. But with the fast acceleration of technology and all the updates that are occurring, from each new iPhone release to the latest version of your service desk, being aware of new trends, keeping on top of your metrics, and being honest about your areas that could use a little TLC mean you can stay ahead of the curve.
Are You On Trend?
Remember back in the day when you needed a slap bracelet and hair crimper to fit in? Well, we still pay attention to trends, but not in the way that you may think. Every now and then a trend comes up in the industry that’s the next big thing, the next big disruptor that will shake up how we do things. While the very nature of trends is that they’re fleeting, it’s still worthwhile to take note of them, and tailor the essence of them to your organization’s needs.
Take, for example, all the buzz around bimodal IT. While it may not be practical to uproot your current processes in favor of this new system, you can still take cues on how to utilize your employees’ varying work styles. As a result, paying attention to trends means that you’re continuously improving, learning new ways of approaching your work, and having opportunities to grow. This will also benefit your customers, as you’ll be able to create new opportunities for them, as well.
Beyond the industry trends, you should also pay attention to any trends or patterns in the historical data about incidents, or in particular details of an incident. If you start to notice a trend, it bring visibility to a larger issue, which may require elevating tickets to a problem. On the other hand, if you notice a lot of requests around, say, getting a password reset, you can create a section in your knowledge base that allows people to get step by step instruction on how to reset it themselves
Testing for Value
With an IT service management solution in place you suddenly have real-time data at your fingertips. With these metrics in hand, you may have the opportunity to stop a problem before it arises and gain the visibility to see if costs are getting higher than the value you’re providing. Beyond diagnostics, there are a variety of other KPIs that can help set you apart from your competitors. As HDI puts it, the true power of metrics is realized when they’re used “holistically, not just to measure performance.” Some of their best use cases for metrics include:
- Whether or not your service desk is a “first touch resolution,” i.e. the right person is assigned the first time
- How you stack up against your service desk peers
- Gaps in performance and their possible causes
Continuous improvement is based on the visibility you gain and the value you can provide with insights gained from clarity into your organization. Change and growth doesn’t have to be scary and striving to be the best you can be professionally will reflect positively on the department, creating a better processes for the organization as a whole. IT is an invaluable support for the entire enterprise, not just an accessory to it, so get out there and conquer.
About Matt Fuchs
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