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3 Ways You Can Use Data to Transform Your IT Service Desk

04/14/2016 by: The SunView Team

Data analytics solutions have been gathering momentum across a wide range of industries, and the service desk sector isn't immune to this phenomena. IT support leaders can use data to get a more intimate knowledge of their operations, letting them move beyond anecdotal observations to identify key facts and trends pertaining to the IT service desk. Business intelligence systems can give you data on just about anything, from the average time of resolution for incidents to the percentage of support tickets that need to be escalated to upper-level support staff. Using that data, however, is another matter.

Business intelligence software can give you some direct ways to use data, but a good IT service desk will feature tools that tightly integrate information from BI platforms into the service desk as a whole, spurring value creation. Three especially noteworthy ways that a modern service desk solution can help you make the most of data include:

1. Integrate Data Into User Dashboards

Customizable user dashboards are incredibly useful as organizations work to maximize the value of each employee working on the service desk. Being able to provide a user-specific experience based on work role can drive major productivity gains, particularly when it comes to using data. Each user type, whether you are dealing with managers, level 1 technicians or your most advanced engineers, will benefit from different types of information. Being able to put that data on user dashboard and have it not just be a couple of broad, organization-wide KPIs, can be invaluable for your organization.

Data becomes most valuable when the people it impacts have access to it in close proximity to the processes they are completing. Keeping user-specific BI knowledge on dashboards positions each work to benefit directly from analytics.

2. Demonstrate Value to Business Leaders

The IT service desk has a reputation of being a cost sink. Business leaders know they need it to sustain operations, but they may not like the idea of putting significant fiscal resources into service desk technology as it can be difficult to see direct business value from the investment. However, modern service desk tools have evolved and matured to create considerable ROI potential. You need to be able to demonstrate these possibilities before financial officers will ramp up your budget to support innovation. Business intelligence data can be used to provide clear proof of service desk value and create a foundation upon which you can demonstrate the ROI potential of future investments.

3. Make Complex Data More Accessible

Data analytics present many businesses with a simple problem - how do they take complex sets of information and show users what they actually mean? This can easily hold back innovation on your service desk, as failing to showcase data to different user groups in intuitive ways can limit your ability to develop innovative strategies and get workers on board with data-based operational changes. This isn't an issue with basic data sets - like KPIs or basic incident handling reports. However, more complicated data types can be challenging to communicate across your organization. Visualization tools are invaluable in this area.

Finding success with data in the service desk depends on being able to use that information to drive meaningful value creation. This is possible through tightly integrating data with user processes through their dashboards, using BI information to demonstrate value potential and make even the most complex data resources more accessible throughout your business. Modern IT service desk solutions are giving support leaders new opportunities to use data and derive value from it, creating significant opportunities for ROI.