Since ever we have started ITSM consulting, we must’ve shared umpteen times how important, useful and process oriented all its modules are; with our customers. Since we implement it day in and day out, we leverage the best practices and try to identify the customer trends on tool usage.
At a high level, an ITSM tool captures the issues within an organization in a more formal and methodical way, helps to track and implement change requests, consider RCA (Root Cause Analysis), provides a measurement of SLAs (Service Level Agreements), helps create and maintain knowledge base etc. The data generated using this tool can be used to understand the health of the organization in terms of productivity since one can know the issues resolved in time or if SLAs were violated. The breakup of such vital statistics can be made available department-wise, site-wise, priority-wise, status-wise etc. Our team has been helping our customers to get this value-added insight post implementations.
All these parameters, although provide good insights and statistics, they may not provide direct correlation with the cost, which usually is of utmost importance to the higher leadership. The upper management or board will be more interested in – measurement of topline/bottom-line, lead time reduction or productivity improvement parameters with the help of this tool.
We embarked on this journey few months ago; however, we were wondering on how do we do value addition to this aspect. As usual, hitting libraries has its other benefits apart from finding treasure of knowledge shared by best people in the world. Eliyahu Goldratt has come to rescue once again. We have been able to apply his principles to this tool to take it to the next level. The module that we have developed will provide help to save the cost that your organization pays while providing service/support. One of the ways to increase profits is to reduce the cost. I am sure, the upper management, by using this module, would proudly be able to announce to investors/stakeholders -“Honey, I shrunk the cost” 🙂