Use your data to Reduce Service Request Resolution Time

Presented by

Dean Williams, President Block64

About this talk

Case study examples of using better asset data to improve service, reduce cost & mitigate risk. Smash the silo: make your key asset data available across the organization, at all times. In this section, we’ll talk a bit about how organizations often silo their support/ticketing systems off from other systems containing key asset data, and why this would matter and introduce potential waste and headaches for an organization. The hidden costs of a long refresh cycle: Here I discuss the relationship between aged assets and the spike this can cause in support traffic. A look at gaps that can be exposed by having things like asset age, supportability, and current maintenance coverage can help with a refresh strategy. Proper maintenance coverage: a shortcut to eased support overhead. Here I’ll talk through a handful of real-world examples where a lack of asset oversight led to actual outages or over-payment by customers we’ve worked with. Pitfalls of popular maintenance platforms: Discussing some of the ways in which gaps that cause support headaches are systemically introduced by popular maintenance programs such as SmartNET. Using data to reduce Service Request Resolution Time: Lastly, talk about how to gauge and meter the soft and hard benefits of introducing better data during the support process

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