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ITSM Intelligence and Service Delivery Transformation:
A Wish-List from the Front Line

Where do you focus your limited time, attention, and resources to get the highest return? To answer this question, we recently surveyed over 200 service delivery professionals - many of whom are on the front line.
 
Nearly half of all respondents reported an increase in ticket volume during the pandemic. As a result, front line service delivery professionals are crying out for AI, machine learning, and automation.
 
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WHAT'S INSIDE?

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The % of major or critical incidents respondents believe were caused by IT changes or issues with the change management process.

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What % of major or critical incidents were caused by IT changes or issues with the change management process?

The state of ITIL implementation.

 

 

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What % of organizations have fully or partially implemented ITIL practices? (e.g., Incident Management, Knowledge Management, and/or Problem Management)

 

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Opportunities for improvement in Service Delivery.

 

 

Would service delivery benefit from automated problem and knowledge management, AI-powered problem detection and resolution, automatic ticket categorization, real-time benchmarking, automatic ticket quality grading, and/or improved visibility and accountability?

 

A comprehensive “Wish-List” from the front line – including more than 80 verbatim quotes from respondents!

 

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If you could have anything you wanted or make any changes you would like to make in IT Service and Support, what would be #1 on your wish list?

 

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