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The 5 Advantages of Business Intelligence for the Service Desk

04/28/2014 by: The SunView Team

Advanced analytics, service desk

Business intelligence functionality can give organizations the full power of advanced analytics to apply to their IT service desk functionality. Sophisticated reporting has long been a component of some advanced service desk solutions, but adding business intelligence systems to advanced reporting architectures can take that core service desk data and make it usable for a wide range of strategic considerations. This can lead to innovation in a variety of ways.

Five ways that BI solutions drive advances in the service desk include:

1. Staffing
It can be easy for a service desk team to be understaffed, with workers striving to do more than they can reasonably keep up with on an everyday basis. This situation happens when incidents, problems and change requests escalate in terms of frequency, leaving businesses struggling to figure out the best way to increase their service desk teams to meet operational demands. Does the makeup of the staffing shortcoming impact the entire service desk, or just the team supporting one branch office? Are new operational demands leading to a major influx of more complex issues, like problem management? Or is incident management the major problem, making entry-level staff more important as opposed to hiring a more experience worker or promoting?

These sort of questions can cripple an organization in terms of recruiting the right people for the support team and maintaining a fully-staffed workforce. BI functionality provides the deep analytics data that creates full transparency within the service desk. This can help organizations figure out precisely how to handle everything from hiring to succession plans and internal training within the service desk environment.

2. Performance Metrics
Basic reporting solutions can help you see how long it takes to resolve incidents, problems, change requests and other operations. A business intelligence platform can take a more nuanced approach to gathering that data and identify different types of service requests within those basic designations and help organizations identify detailed elements of how the service desk operates. For example, a BI platform could identify the degree to which resolution time is impacted if a support ticket must travel to multiple users on the support team and help managers identify how processes should be adjusted to optimize time-to-resolution.

3. Resource Forecasting
This issue ties back to staffing, but is worth its own point. Support teams need to be able to predict what resources they will need in both the near and distant future based on IT strategies and corporate plans. A BI platform that integrates with the service desk provides the advanced analytic data necessary to help companies connect various strategies to understand how those efforts will impact service desk operations. This can help managers with tasks ranging from organizing vacation times to choosing when to scheduling training days.

4. Customized Reports
Every business is different and the way each organization needs to interpret and use different data sets will vary. A BI platform can help service desk leaders take the core metric reporting information that a system can gather and splice it to provide specific statistics that are relevant in the operational environment. Creating unique internal statistics can help businesses go beyond basic analytics and gain a true competitive edge in their sector.

5. Data Visualization
Creating sophisticated statistics and using analytics to fuel operations can be difficult if organizations are not able to communicate key data to a variety of stakeholders in a project. BI solutions provide data visualization functions that enable leaders to clearly and concisely communicate important information throughout an organization, maximizing the value of the analytics strategy.

BI technology is transforming a wide range of enterprise operations, and the analytics tool has come to the IT service desk.

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