How can a BI platform bring more value to an IT Service Desk?


BI, Service Desk

Gartner defines Business Intelligence (BI) as “an umbrella term that includes the applications, infrastructure and tools, and best practices that enable access to and analysis of information to improve and optimize decisions and performance”.

In other words, BI turns unrelated groups of data into meaningful and valuable insights, making data a very powerful tool for your organisation. BI not only helps us to clearly see current and historical business operations, it also allows us to have a predictive view of future business operations.

BI has the potential to transform an organisation’s IT service desk with the power of advanced analytics. Advanced reporting is nothing new to problem management, but by harnessing the power of technologies such as AI and ML, we can enhance its functionality and even use it in strategic decisions, leading to more innovation.

Let’s take a look at some of the ways BI can change and improve problem management on the IT Service Desk…

Performance Metrics

By using simple reporting solutions already in place, we can estimate timescales on solving problems, incidents and change requests, but with the power of a BI platform, we can take a more refined method when it comes to collecting data and identifying different types of requests among existing types. We can take core categories and further pick out more detailed areas of the service desk’s functionality.

For example, if a support ticket must pass through a number of service desk analysts to be resolved, a BI platform will help to identify how much this will impact the resolution time and it will also help staff to adjust processes in order to improve time-to-resolution.

Customized Reports

Every business is unique and needs to organise and interpret data in different ways. With a more fine-combed approach to data collection, a BI platform can help service desk leaders take the system’s fundamental metric reporting information and split it to provide specific statistics that are most relevant in the operational environment. Creating bespoke internal statistics can help businesses take advantage of advanced analytics and gain a competitive edge in their industry.

Resource Forecasting

In terms of IT strategies and business plans, IT support teams have to be able to predict what resources they need not just now, but in the future too. Once a service desk has an integrated BI platform, a company has access to advanced analytic data which can help it connect various strategies and understand the impact on the service desk. What’s more, this can help team leaders and managers to better understand the best ways to staff the service desk.

Data Visualisation

So once we have our advanced analytics and reporting in place, how do we communicate this effectively to key stakeholders of the business? A BI platform provides data visualisation functions that allow the leadership team to convey important information across the organisation, optimising the value of the analytics platform.

A BI platform enables decision makers to see more clearly the connections between trends, patterns and behaviour that we previously “masked” by data. This can improve decision making and maximising the value of resources, helping an organisation to make smarter business decisions.

Digital transformation projects such as this one don’t have to carry a huge price tag, find out how you can make a BIG impact with a small IT budget in our recent blog here.

Posted by Kate Auchterlonie

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