Hey there! Have you checked out the SolarWinds State of ITSM Report yet? It’s packed with insights from over 2,000 ITSM systems and 60,000 data points from SolarWinds customers worldwide. One of the standout findings? The impact of self-service portals on ITSM effectiveness.
Self-service portals are a game-changer, allowing users to solve problems on their own and reducing pressure on service desk agents. And the results speak for themselves. Companies using self-service platforms saw a whopping reduction of over two hours in ticket resolution times on average.
That’s a huge time saver! And here’s why it matters.
Three Reasons to Upgrade Your Self-Service Capabilities in ITSM
- Speed up solutions: Self-service portals free up agents to focus on critical issues, reducing service request resolution times by 34 hours on average.
- Centralize knowledge: A knowledge base library streamlines information sharing across teams, making troubleshooting a breeze.
- Streamline resolutions: Centralizing common solutions empowers end-users to solve issues independently, cutting down on ticket submissions.
Boosting Self-Service Performance Across Sectors
While some industries excel in self-service ITSM, others have room to grow. The data shows that companies using KB articles resolve incidents six hours faster on average, showcasing the power of immediate access to information.
Tips for Building a Knowledge Base Library
- Define your objectives clearly.
- Write clear, actionable instructions.
- Ensure your content is easy to read and understand.
- Provide ready-made solutions to common issues.
Self-Service: The Future of Service Requests
Self-service portals not only save time but also transform service requests into streamlined operations. By embracing self-service, you pave the way for future AI technologies to enhance support and scalability.
Are You Making the Most of Knowledge as a Service?
Not all organizations leverage knowledge effectively. Gartner highlights the importance of customer support portals in driving success. How will you optimize your service desk for maximum impact?
For more insights on ITSM trends, check out the SolarWinds ITSM Report here.
