As remote work has become the new norm, ITSM departments across industries have witnessed a surge in the volume of tickets while not having enough resources to address them.
According to a research conducted by DeepCoding on IT System Management, over 400 Global 2000 enterprises have witnessed a surge in ITSM costs, ticket volumes with a decrease in IT technicians to address them. The data has displayed a grim reality of deficiencies in critical infrastructure and lack of resilience of enterprises. The data shows the negative impact of pandemic on the ITSM teams and how they are ill-equipped to scale and maintain quality.
The issue is only exacerbated by a lack of IT technicians, budget cuts as well as lack of investments to tackle the explosion in the IT tickets. This has led to a significant decrease to customer satisfaction across the enterprise landscape which, according to the report, stands at 10 percent.
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As per Sebastian Adjiman, Founder and Chief Executive of DeepCoding, ““Our analysis indicates that the COVID pandemic has been detrimental to the ITSM sector which has witnessed a significant rise in costs and a corresponding decline in the quality of service. In this climate, corporates cannot afford to deploy the ostrich technique. This is a business critical issue and one where a swift and cost effective solution is required to improve standards and scalability whilst reducing cost per ticket.”
As remote work is increasing, enterprises have seen a sharp increase of 35 percent in monthly volume tickets. For enterprises with a large workforce, experts say that it creates a significant corporate risk. It has also had an impact on the remote employees who needed more support due to issues such as VPN which resulted in the decline of user training sessions. Furthermore, a lack of resources availability to deal with the continuously surging tickets have soared the tickets value $20.44 to $26.51 per ticket.
The pandemic has gave a harsh wake-up call when enterprises across the globe are forced to demand their IT teams to work to reduce ticket volumes, improve their resolution times as well provide an exceptional customer experience while finding ways to rapidly reduce their investments. However, there are a few enterprises that have up their game to face these challenges head on.
The same report of DeepCoding highlights that enterprise that are investing in innovative technologies such as AI are significantly decreasing their monthly ticket volume, optimizing their resolution times and delivering an exceptional customer experience.
Moving forward, enterprises that are still struggling with these challenges should find ways to invest and integrate advanced technologies to support their ITSM department while strengthening their digital transformation.