Every year is a fresh start for businesses, and getting 2016 off on the right foot can be much easier if your IT service desk is taking advantage of problem management tools. Of all the IT service management tools available to a business, problem management is, perhaps, the most important for companies that want to turn over a new leaf in 2016.
The core benefit here is simple - problem management helps organizations resolve the laws in their IT configuration, letting them move past longstanding issues and make meaningful progress. Essentially, problem management gives IT teams a fresh start on the path to innovation and stability. Three ways problem management systems deliver on this promise include:
1. Eliminate Tedium
Mundane operations are a key source of disengagement and error. Employees who are not meaningfully challenged and who are tasked with handling a large quantity of boring processes can easily become apathetic about their work. As people get bored and apathetic, they can quickly disengage and lose focus. This happens when most of the tasks users are completing are so easy that they don't have to really think and focus to get the job done. The result is workers who end up missing details, taking shortcuts or neglecting best practices. Tedium is a major problem on the IT service desk as users face repetitive incidents.
Most incident resolutions don't actually focus on identifying why the user experienced an issue and how to stop it from happening again. Instead, the goal is to identify how to get everything working normally for the user as quickly as possible and move forward from there. This means that the same incidents - with similar resolutions - can come up over and over again for many of your support users. This can cause them to stop paying attention or caring as they go through their day because they're mostly just seeing the same issues and recommending the same resolutions. The result is a high level of error as small details come up, but get ignored.
Problem management solutions are designed specifically to identify the underlying reasons behind frequent incidents and make it easier to identify how to adjust the configuration accordingly. This eliminates the repetitive issues and as such, gets rid of the tedium.
2. Deliver End-User Efficiency
Business users dealing with frequent glitches, bugs and similar issues can face huge productivity declines. Something as simple as an app login issue can cause business team members to be unable to get the job done. As organizations become more dependent on technology, they run into a situation in which they cannot afford to lose access to key systems at any time. This is especially true as different processes become connected to specific apps and services. Productivity can hit a major roadblock with a minor issue to one app that falls at a key point in a process workflow.
Organizations that want to make meaningful changes to the way they operate in the coming year need to eliminate these productivity barriers and empower their users to work as efficiently as possible. Problem management makes this an option by helping you identify the issues that cause these glitches to arise and make the necessary changes to prevent them from coming up again.
3. Establish a Framework for Innovation
Businesses will struggle to innovate if they are unable to move beyond existing problem areas. If progress is continually stymied by old issues that won't go away, users can easily find themselves falling into past habits and getting extremely frustrated. This can lead back to the apathy and disengagement that comes with tedious, repetitive incidents, and cause users to lose trust in the organization's ability to drive meaningful innovation.
Forward progress is only possible if you've eliminated the major problems that have hampered your company in the past. Problem management makes this possible, and it streamlines the process of doing so. Analytics tools incorporated into the problem management tool identify patterns that would otherwise be nearly impossible - and extremely time consuming - to recognize. The result is an operational climate where you can eliminate longstanding problems and create a pathway to meaningful progress as an organization.
Every company wants to get the new year off to a good start, and problem management plays a vital role in helping you achieve that goal.