Does Your ITSM Tool Impact Service Experience In 2022?

Updated: Apr 7

Does your ITSM tool impact service experience?

Are you experiencing issues with your ITSM tool? Whether it’s poorly configured due to a lack of requirements definition or workflow design, no self-service capability, incorrectly labelled fields… the chances are you are not able to deliver a great experience. Rather than effective automation, you end up with massive inefficiencies and a host of manual workarounds – in order for support to attempt to get the job done.


When the support teams are unable to effectively manage and view their workload, tickets, queues, and escalations, it makes efficiencies impossible. Most agents, team leaders and the manager will spend hours in labour intensive, manual administrative tasks. They’d try to figure out what the support ‘landscape’ looks like with the inability to measure what it ‘feels’ like to the customers.


Individuals may work very hard to deliver great service for customers and users as they call on support. However, their ability to process support tickets may be sorely impacted by the workflow design (or lack thereof), before even getting to resolve the issues at hand.

People waste hours manually exporting data in spreadsheets before being imported into a presentation format for further editing. Hours and hours of management time are spent creating these reports which have lagging data. The value of this information to the business is lost in time.


So alongside great people and a well-defined process, whether you have the right tool or not is a key question. What makes the tool right? There are lots to choose from in the ITSM space. Whether you are scaling from start-up to enterprise-class there is a product and pricing structure to suit. It is important to decide what you want the tool to do, map how it should do it, then map those requirements to the tools’ abilities. Many come out of the box with ITIL-based process flows embedded in them.



But NONE of them come ready to service your individual organisation! ITIL gives you the what – you need to determine the how. Treat this as a core stream of an improvement project. You will get the efficiency gains and benefits of automation.

However, what if all of this is still the wrong approach?


At Bright Horse, we are advocates of challenging traditional ways of thinking. We have partnered with thought leaders like Nexthink and Citrus Collab to demonstrate how IT needs to change from being a reactive support function to a proactive service enabling productivity.


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