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NEW SOLARWINDS REPORT REVEALS AUTOMATION , SELF-SERVICE AND SLAS ARE KEYS TO ITSM EFFICIENCY
Findings from the SolarWinds 2024 State of ITSM Report showcase several more effective methods for up-levelling ITSM .
olarWinds , a leading provider
S of simple , powerful , secure observability and IT management software , has released its 2024 State of ITSM Report , which provides practical , actionable guidance rooted in real-world Information Technology Service Management ( ITSM ) strategies . This report analysed over 2,000 ITSM data systems and 60,000 points of anonymised and aggregated SolarWinds customer data .
Overall , the data asserts that organisations cannot streamline their ITSM operations by simply adding more staff members . Instead , based on SolarWinds ’ findings , improving operations requires a multifaceted strategy of deploying additional effective methods , including :
• Employ Automation Rules : Automation rules save three hours per ticket .
• Use Self-Service Portals : Leveraging a selfservice portal can reduce resolution times by as many as two hours per ticket .
• Implement Knowledge Base Articles : Organisations that implement knowledge base ( KB ) articles resolve incidents an average of six hours faster than those that do not .
• Utilize Service-Level Agreements : Utilisation of service-level agreements ( SLAs ) resolves tickets an average of two hours faster .
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 .
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