When ITSM teams combine each of these methods , the result is a mature service desk prepared for various types of requests . The ITSM report provides a more in-depth look at each method and its specific benefits .

Automation rules

According to the data , implementing automation throughout the ITSM workflows improves an organisations ability to meet its SLAs . The report shows that increased levels of automation correlate with a lower percentage of SLA misses ( or the ratio of SLA misses to total tickets submitted .) Automation also helps organisations reduce the manual workload on service desk agents , scale their ITSM operations , and free up team members to focus on more strategic initiatives that drive long-term business success .

Self-service portals and KB articles

The study indicates that the effects of self-service portals are two-fold . First , they allow the user to take charge of their ticket resolution , facilitating an immediate response to the problem .

KB articles are often the lifeblood of efficient self-service operations , as they allow users to find solutions to their issues , sometimes without even needing to submit an IT ticket .

Second , it reduces the overall resolution time , which results in a more efficient service desk .

According to the study , KB articles are often the lifeblood of efficient self-service operations , as they allow users to find solutions to their issues , sometimes without even needing to submit an IT ticket . KB articles are most effective when they include information that is easy to understand , easy to access , and most relevant to a customer ’ s problem . Ideally , the result is a reduction in the number of tickets and more time – for both customer and agent – to focus on more pressing issues .

Service level agreements

Automation , self-service portals and KB articles are each important in helping the service desk maintain its SLAs with its customers . SLAs help set critical benchmarks for customers to judge the level of service . According to the report , maintained SLAs help improve customer trust and enhance resource optimisation . They also create avenues for continuous improvement . As a service desk continually meets its SLAs , it can look for opportunities to develop new benchmarks and enhance response times and operational efficiencies .

Changing conventional thinking

Conventional thinking suggests that more ITSM staff translates to better ITSM services . However , the report shows no definitive correlation between the number of service desk agents and the time necessary to resolve tickets . Instead , ITSM teams should ensure they have a comprehensive plan in place , focusing less on large-scale hiring efforts and more on sound SLAs , intuitive automation , refined self-service portals , and easily accessible knowledge-based articles . �

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