ITSM Demystified: 5 Big Lessons From Dublink 2.0
ITSM Clearvision was in Ireland last weekend for Dublink 2.0. Here’s a reminder of what we learned on the day
If ever you needed proof that Clearvision is dedicated to its work, come rain or shine, then Dublink was it. In spite of it raining most of the day, our team, undeterred, happily welcomed delegates to this event, aimed at anyone interested in learning more about IT service management.
Thankfully, in contrast to the grey Dublin skies, Dublink brought with it a much-needed helping of clarity and illumination. Let’s look at the big lessons from the day.
Don’t Overcomplicate Things
The principles of ITIL provide a handy framework for ITSM teams, but understanding ITIL isn’t exactly easy. There are plenty of books and websites explaining the functions and benefits of ITIL, but the material is often quite dry, and navigating it to find the really helpful parts is a thankless task.
As guest speaker Marcus Harris, CEO of Incite Insight, told us, ITIL should be simpler. It should be about the business and the people, rather than the tools and processes for their own sake.
If ITSM teams don’t focus on these priorities, then tools and processes can become an unwanted distraction, instead of aiding collaboration and productivity.
ITSM Is About More Than Tools
Providing excellent service to customers doesn’t happen by itself. As David Morgan and Ben Logan of Clearvision explained, service desk tools are not some kind of magic bullet. You can’t simply pay for a new tool and then expect it to instantly improve your incident and service request management, all by itself.
Instead, software tools are just one part of a much greater puzzle. Within the “four Ps” of ITSM defined by ITIL, they come under Product, and to maximise the performance of your teams, you need to also consider the other three Ps: Processes, Partners and People. Get these right, and your chances of success are much higher
But Good Tools Do Help
While you can’t expect miracles from your tools, when used in a fertile environment, they can make a massive difference. Our keynote speaker, Andy Woodnutt, Director of Global Service Management at Sophos, explained how legacy service desk systems in place at Sophos were previously unintuitive, complex and disliked by customers. In short, they were getting in the way.
The solution was adopting Atlassian JIRA Service Desk. As Andy revealed, the improvements were fast in arriving and easy to identify. 90% of resolution times, for example, were achieved within target time; 90% of requests were acknowledged within 15 minutes, and customer satisfaction was high.
Further illustrating the positive impact of JIRA Service Desk, Jake Churcher and Nigel Budd of Clearvision told ‘The Story of ECorp’. Using this fictional producer of smart gate locks, they walked the audience through the process of incident management using traditional facilities like email. In this scenario, a shared inbox led to it taking almost six hours for a customer’s problem to be noticed and fixed – not exactly impressive.
With JIRA Service Desk, the whole process is streamlined, and obstacles are removed. For ECorp, this meant improving to resolve the problem just one hour after it being reported.
Of course, ECorp doesn’t exist, but hundreds of real companies, including Sophos, have experienced improvements in incident management as a result of implementing JIRA Service Desk.
Get The Infrastructure Right
‘Products’ doesn’t just apply to the choice of software service desk teams use. It’s also of paramount importance that the implementation and maintenance of it doesn’t get in the way. How can a support team be expected to deal with the problems of customers if they’re also trying to fix their own tools?
The fact is that even support teams need support, and that’s where experts like Clearvision come in. We deal with all your hosting, software licensing and maintenance, leaving your team to get on with what they do best: serving your customers. Our consultants can also provide comprehensive reports of your current solutions, and we can make sure your tools are running as well as they possibly can.
Don’t Forget The People
Provided service desk teams have reliable software solutions, organisations should never forget the importance of their people. If workers are unhappy, that can easily result in high staff turnover and high levels of stress, resulting in more sick days and poor performance. Where there’s limited career progression, low pay and poor recruitment, businesses can look forward to poorly run service desks, no matter what tool is in place.
Another concern is training. Even if staff are blissfully happy about their work, if they’re not equipped with the right skills, they have little chance of reaching their full potential. Courses like those offered by Clearvision are an essential part of running a well-oiled service desk machine.
A Big Thank You
Thanks to everyone who attended Dublink, braving the wet weather to get there. And thanks also to QASymphony, who sponsored Dublink, helping to make the event possible.