LANDesk Visibility Guide – Excerpt

Ensuring Visibility into Service OperationsIT service desk managers are tasked with ensuring high-quality services to stakeholders while

justifying the expense of those services to management. That means reducing response times,

accomplishing tasks the first time to eliminate repeat work, and analyzing trends to identify

and address issues before they become serious. Building a high-quality service operation that

delivers increased customer satisfaction can be particularly difficult without quantifiable

performance data to back up service value. Without meaningful reports from multiple systems

under the control of different teams, doing trend analysis and performing audits is challenging.

Achieving service visibility in enterprise IT ensures that teams coordinate their efforts and

communicate effectively with users and the business. A high degree of service visibility

also enables IT management to measure the quality of IT services quantitatively, while it

improves operations and demonstrates the effectiveness of those services to decision makers.

While these goals are important for promoting an alignment of IT service with business

needs, they can be difficult to achieve in practice.

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Your Guide to Improving IT Service Visibility

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