We measure a lot of our ITSM success through increments of time. But mean time to resolution, time on page in the knowledgebase, and cases-per-hour aren’t just go-to metrics. They set the cultural expectations for our service teams – that improving service times, without sacrificing quality, is paramount.
Some organizations view the effort to change and boost service times as a separate, targeted action, but it should be an ongoing process with tracking and measurement on par with your service delivery. Improvement isn’t something that should be limited to once a quarter, so ServiceNow created a Continual Improvement Management solution as part of our ITSM Professional package, which leverages the Now Platform and Performance Analytics to provide a structured framework that brings people, processes, and data together in one place. With that, you can access real-time feedback, while automatically initiating and tracking service improvements on an ongoing basis.
“Many customers have some form of continual improvement plan in their roadmap, but they don’t have a tool to execute the continual improvement end-to-end in a more structured and efficient way,” said Manjeet Singh, Lead Product Manager for ServiceNow during an episode of ServiceNow’s TechBytes Podcast. “A lot of change is happening in a very reactive way. A better approach would be to make it more proactive, so you can take care of things before you can see the KPI move into the wrong direction.”
Continual Improvement Management takes a long-term approach by embedding the concept of rolling improvements into your everyday business activity. It provides a single view to track the data for each of your improvement initiatives and helps rank them based on ROI and effort so you can validate budget and resources decisions. When goals change, you can use the out-of-the-box drag and drop tool to move priorities and stay aligned with overall objectives.
This solution is designed to enable smart decision making that aligns with business goals and drive service excellence, while providing an easy way to take action. It allows you to:
This saves time. Time conceiving and implementing a plan, time searching for the right data to show progress, and most importantly, time responding to performance dips.
“When you’re tracking your improvements within email and spreadsheets, you’re limited in how you can tie that back to business goals,” said Archana Penukonda, Senior Product Marketing Manager at ServiceNow. “When your plan is in the Now Platform, you are able to look at what initiatives you’ve planned, how much effort it will take, what KPI will it affect, and who is involved. All of that is in one place, allowing you to prioritize the efforts that have the highest benefit to the organization.”
Is your team moving fast enough? Think about employing ServiceNow’s Continual Improvement Management product, which comes standard with our ITSM Professional package. Learn more about this and all the other solutions that will help you make quick changes for your service teams.