[webinar] 3 ways to manage & reduce incidents
TRANSCRIPT
+3 Ways to Manage & Reduce Incidents
Adam O'Brien
Product Marketing Manager, SunView Software
Housekeeping
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• This webinar will be available shortly after its conclusion• Share this webinar and check out the supplemental whitepaper ‘25
Requirements for a Service Desk Solution’• Have a question regarding anything that is covered during this
webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!
Agenda
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Service Desk by the Numbers
Overview of Incidents
3 Ways to Manage & Reduce Incidents
Solution Options
Poll Question
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What is your organization’s most common type of service request/incident?
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Help Desk by the Numbers
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Help Desk by the NumbersAccording to HDI, organizations should consider the following as a guide for the proper end user to technician ratio:
Source: ThinkHDI.com
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Help Desk by the Numbers (continued)
39% of support technicians take 50-100 tickets per month
The average current salary for a support technician is $45,796
The average cost per ticket for a medium density company is $125.13
The average cost of resolution for a standard tier 0 self-help ticket is $2
The average cost of resolution for a standard tier 1 help desk ticket is $22
Sources: HDI; MetricNet, SlideShare.com
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Overview of Incidents
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What is an Incident?
An unplanned interruption to an IT Service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident — for example, failure of one disk from a mirror set. The ITIL incident management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
Source: ITIL 2011
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Incident Management Mission Statement
Restore normal state IT service operations as quickly as possible to minimize the adverse impact on business operations.
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Incident Management Lifecycle
InitialReporting
Classify
Investigate
Resolve
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Incident Management Goals
Eliminate
Automate
Streamline
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3 Ways to Manage & Reduce Incidents
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1. Service Request
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Definition
A Service Request is a user request for information or advice, or for a standard change (a pre-approved change that is low risk, relatively common, and follows a procedure) or for access to an IT service… Service Requests are usually handled by the Service Desk and do not require an RFC (Request for Change) to be submitted.
Source: ITIL V.3
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Advantages of a Service Request Platform• Optimize the resolution of high-value
requests to improve the business by routing to the right teams• Streamline processing of common requests
for end users • Quickly categorize standard service requests
from Incidents• Reduce unnecessary approvals for
pre-approved changes• Reduce resolution times and improve
user satisfaction
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Key Features of a Service Request
• Full Integration with the rest of your Help Desk/Service Desk platform
• Ability to measure business SLAs • Easy, streamlined ticket escalation and de-
escalation options• Ability for users to access Self-Service Portal
or Service Catalog • Automation features for proper ticket
routing to fulfillment groups
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2. Automation
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Service Desk Challenge
Only 1 in 3 organizations are able to resolve incidents through their 1st point of contact more
than 80% of the time
Source: Pink Elephant
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Advantages of Automation
• Provide tools, self-service, and automation to streamline simple and repeatable questions and requests
• Reduce resolution times for common tickets • Improve customer satisfaction• Help meet organizational service level
agreements (SLA)• Examples: Automated Routing, VIP Ticket
Handling, Ticket Escalations, Password Reset, Remote Support, etc.
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Automation Case Study – Password Reset
• Approximately 30% of all calls to service desks are related to password problems
• The average cost of a password reset related call is $18
• The annual cost for a company of 5,000 would be upwards of $144,000 annually
(based off an IT staff of 15 help desk analysts supporting 8,040 contacts per month)
Sources: Forrester.com, Gartner
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3. Knowledge Management
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Definition
Knowledge Managements purpose is to ensure that the right information is
delivered to the appropriate place or competent person at the right time to
enable informed decision
Source: ITIL Lite
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Advantages of Knowledge Management
• Avoid duplicating efforts to resolve service requests/incidents
• Promote standard, repeatable processes and procedures
• Increase operational effectiveness and efficiency
• Decrease the amount of service requests/incidents with self help options
• Reduces IT costs without having to compromise quality service to internal and external customers
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Key Features for Knowledge Management
• Full Integration with the rest of your Help Desk/Service Desk platform
• Deliver end users easy access to knowledge articles with intelligent search
• Provide options to highlight or promote hot topics or relevant articles
• Ability to easily convert resolved support tickets to articles
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Solution Options
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Opportunity
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Next Steps
• Get the right Service Desk solution
• Implement Service Request processes for
common requests
• Leverage automation to streamline
request/incident handling
• Take advantage of Knowledge Management to
reduce time to resolution and provide point of
request help
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Best-Value Service Management Platform for Any Size Organization
ITIL-Based Processes
Codeless Configurations
Persona Based Dashboards
Powerful Automations
Flexible Licensing Options
Seamless Integrations
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Get Connected
Do you have any personal experience or additional questions regarding the topics we covered today?
Get into the discussion:
• Tweet to: @TheAdamOBrien or @SunViewSoftware• Email: [email protected]
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Q&A
Thank You!If you would like to find out more visitwww.SunViewSoftware.com
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