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.”