FUSION 17 Recap | What ITSM Can Learn From Workspace Analytics
As one of a handful of vendors not selling ITSM software, we weren’t sure what to expect from last week’s FUSION 17 Conference & Expo hosted by itSMF USA and HDI in Orlando. What we found was a community of Service Managers hungry to escape the break-fix trap for a self-healing help desk.
For many ITSM professionals, it was their first time hearing about workspace analytics, which Gartner defines as “analytics using data from an instrumented workplace to achieve a range of objectives, such as digital dexterity, workforce productivity and the creation of new business workflows. This is facilitated via the contextual delivery and discovery of information, with support for new endpoints, such as wearables, and harnessing the convergence of people, business and things in the digital workplace.”
Read more about Workspace Analytics
Here’s what workspace analytics takeaways resonated with the ITSM experts we spoke to:
Don’t rely on guesswork
Technicians shouldn’t need the sleuthing skills of Sherlock Holmes to investigate support tickets. One common complaint we hear from support teams is that they struggle with finding context clues. If the issue isn’t still present by the time support is able to address a ticket, it’s like it vanished without a trace. According to the annual HDI Practices & Salary Report, the median time to respond to a ticket is two to four hours, leaving plenty of time for an incident to flee the scene.
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Via the fine folks at Lakeside Software.