+3 Ways to Manage & Reduce Incidents

Adam O'Brien

Product Marketing Manager, SunView Software

aobrien@sunviewsoftware.com

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

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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: aobrien@sunviewsoftware.com

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Q&A

Thank You!If you would like to find out more visitwww.SunViewSoftware.com

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