Problem Management and Analytics - Putting Data to Work on Your Service Desk

12/23/2015 by: The SunView Team

The recent rise of big data has led to more conversations about analytics in a wider variety of segments. Even if a company isn't going all in on big data, it can use analytics principles to use large amounts of unstructured data to create meaningful business value. This is a central component in problem management. The advanced IT service desk module uses all of the data pertaining to the incidents and service requests that users submit to identify the underlying problems that come up in the service desk. This is analytics at its core - look at an unstructured data set and identify patterns and trends that give that information meaning.

Problem management is invaluable as an analytics tool that lets you maximize the value of your service desk and drive innovation. Here's how it delivers on that promise:


Analyzing Support Tickets to Drive Change

Making changes to your IT configuration isn't ever simple. Even the smallest mistake can lead to downtime, data loss and similar issues. Because of this, you must be cable to make changes as strategically as possible. You can't afford to have users experimenting with different changes in the hopes that the adjustment will resolve a key problem you are facing. Each change brings too much risk, and too much operational disruption, to experiment like that. This is why organizations have change advisory boards and similar groups in place - they want to make sure they make the right changes, at the right time.

In many cases, solving a problem requires a change to the IT configuration. As such, you can't afford to just guess at your problems. You also can't ignore them. Many organizations try to work around the issue of needing to make changes to resolve by problems by simply leaving them alone. This can seem effective at first, as it simply means that you have to deal with incidents repetitively. Such strategies can severely limit the effectiveness of your support team. Dealing with repetitive incidents can be tedious and mind numbing for your workers, but making changes that resolve problems can be invaluable in eliminating these concerns.

The analytics functions offered by a project management module are invaluable here. By evaluating the patterns in your support tickets, they identify the actual problems that are lingering under the surface of your IT configuration. With these problems pinned down, you can ensure that the changes you make are targeted precisely on the issues that are disrupting your end users, ensuring the changes deliver optimal value.


Using Analytics to Drive Productivity

Repetitive incidents present productivity issues for both business and support teams. On the corporate end, people are left taking time away from work to file support tickets and trying to get by without access to key apps and services while the service desk works to resolve the incident. For support teams, repetitive incidents means having your skilled technicians spending their times going through wrote resolutions rather than focusing on bigger issues or tasks that drive value creation. In both cases, incidents that continually pop up contribute to a decline in productivity.

Being able to analyze trends in these repetitive incidents and adjust the IT configuration to prevent them from coming back can be a huge time saver for users. Furthermore, the software is doing the data analysis for you, so problem management doesn't require a huge time commitment to function. The result is considerable ROI creation as your employees are able to spend more time on the most important tasks.

Analytics programs don't all have to be the equivalent of big data. Instead, simple solutions like problem management can go a long way in using the right information to drive business value.

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