The word “firefighting” comes to mind when most professionals think of the IT service desk. But service technicians never agreed to be firefighters. Their resultant “burnout” is proof that ITSM needs a better approach to service – one that can scale services while decreasing costs to deliver maximum value to customers. In an article for the ITSM Review, Sid Suri explains why a new brand of IT-DevOps is needed to proactively alert IT to technical failures, a form of “fire prevention,” if you will.
For starters, CPU or memory alerts can notify teams ahead of storage issues or of potential outages and slowing due to high load. In addition to alerts, monitoring and automated response strategies can help the service team respond quickly. One could break a process into three phases. Phase One might consist of bulk notification via chat to all team members should the servers hit a low threshold. Phase Two would involve opening a service desk ticket at a lower threshold. Phase Three might involve contacting an on-call engineer.
About the Bots
Suri’s recommendations are grounded upon the idea of automation through various bots and plugins, like a chat bot for critical tickets or server monitoring bots to help you stay ahead of server issues. Some bots will even fetch information and execute deployments, if that’s your cup of tea. If not, then consider self-service as a real solution for reducing costs and for managing repetitive incidents. For instance, the cost of self-service (Level 0) is about 10 cents, versus Level 3 that averages at about $100 per contact.
Innovative tools and a culture of cross-functional collaboration must work together to produce the necessary benefits of a proactive service center. The alternative is a continuation of reactive, slow-moving service from exclusively within the silo of IT. Fighting fires is expensive. Preventing them is up to you!
Read the original article at: http://www.theitsmreview.com/2015/05/transition-reactive-proactive-support-center/