Many ITSM leaders view incident resolution as a fixed cost of doing business. However, the daily flow of incident tickets can also prevent ITSM teams from tackling more significant problems or proactively improving service delivery. Now that most organizations are transitioning to remote work, opportunities to strategically look at incident volume and shift-left are even more critical.
In our experience, AI-powered analytics can reduce incident volume by 30%, adding upwards of $1M in incremental cost savings, increase First-Call-Resolution (FCR) rates by 20%, and improve outsourced Managed Service Provider (MSP) SLA governance.
In this e-book, we review five best practices to reduce incident volume so that your organization can cut costs, accelerate service delivery, and free up resources for innovation, all while delighting employees and stakeholders.
Download this e-book to learn how to:
- Establish standard metrics, goals, accountability, and rewards
- Practice strategic problem management
- Mine your data for root cause
- Find and eliminate process inefficiencies
- Prevent incidents caused by changes