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Pandemic creates ITSM scalability and quality crunch

 

  • Pressure mounts as ITSM costs, ticket volumes and technician absenteeism levels soar
  • Analysis of ITSM data taken from more than 400 Global 2000 companies
  • DeepCoding’s transformational AI solution optimises delivery whilst reducing costs
  • IT performance and productivity will be key to economic recovery

Data from over 400 leading global companies analysed by DeepCoding, the AI-led ITSM delivery optimisation company, shows that the impact of Covid-19 on the ITSM sector has exposed a business critical, costly lack of resilience.

The pandemic has created a perfect storm for ITSM teams highlighting the inability for the sector to scale and maintain quality. The issue has been exacerbated by technician absenteeism, budget cuts and lack of new investment to confront the corresponding explosion in demand. These conditions have caused customer satisfaction levels to plummet.

As companies have been catapulted into a “working from home” model, monthly ticket volumes have skyrocketed by 35 percent – for organisations with a large workforce, this creates significant corporate risk.  Employees working from home have required more support due to connectivity issues, VPN problems and a decline in user training sessions. Technician absenteeism has doubled as IT employees have been forced to deal with family responsibilities such as home schooling or have been struck by illness. The data also illustrates that service desk costs per ticket has increased by 30 percent from $20.44 to $26.51 per ticket. These factors have together contributed to a fall in customer satisfaction by ten percent.

The pandemic has presented the industry with a harsh wake-up call at a time when global companies are demanding their IT teams reduce ticket volumes, improve resolution times and produce dramatic improvements to the customer experience – all whilst reducing costs.

Despite these formidable challenges, a handful of ITSM organizations have not only beaten the odds but are thriving during the pandemic.  What do these enterprising companies have in common, and what can we learn from them?  The short answer is AI.  The effective deployment of artificial intelligence has enabled these organisations to reduce ticket volumes, cost, and resolution times, while simultaneously improving the customer experience.

Utilizing AI, DeepCoding has delivered impressive results for its clients during the pandemic. DeepCoding’s AI Delivery Optimisation Platform accelerates digital transformation by automatically shifting left, intelligently routing tickets, and dramatically reducing resolution times. The firm’s global client base includes Walmart and Deloitte. DeepCoding’s technology has already been recognised by leading global management consultants, accounting firms and Global 2000 enterprises.

Sebastien Adjiman, Founder and Chief Executive of DeepCoding, said:

 “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.

“DeepCoding’s solution can be implemented within weeks improving customer experience and costs.  It is the transformational solution the market has been waiting for and gives our clients, the CTOs and CIOs around the world, the ability to be the pioneers in implementing an organisational business transformation engine.”

DeepCoding offers corporations the opportunity to run a demo and Return On Investment simulation via its website at www.deepcoding.ai

About the data:

This analysis has completed using MetricNet data from 2020 which includes more than 400 Global 2000 companies. Please find a full breakdown of the benchmarking data below.

IT Support Metric Pre-Pandemic During Pandemic
Monthly Ticket Volume Baseline + 35%
First Contact Resolution Rate 78.2% 71.5%
First Level Resolution Rate 84.9% 77.2%
Service Desk Cost per Ticket $20.44 $26.51
Service Desk Ticket Handle Time (minutes) 7.62 9.91
Mean Time to Resolve (MTTR) (hours) 6.18 9.72
Ticket Backlog (days backlogged) 7.2 12.1
Technician Absenteeism 5.6% 11.3%
Employee Job Satisfaction 76.8% 67.1%
Customer Satisfaction 83.8% 74.7%

 

About DeepCoding:

  • DeepCoding is based in Tel Aviv.
  • The DeepCoding AI Delivery Optimization Platform is agnostic and seamlessly integrates with existing enterprise IT Service Management tools (ServiceNow, ServiceCloud, ServiceDesk, SysAid, Jira, etc..) and existing BI tools (Tableau, Qlik, etc.)  allowing IT Service Managers to achieve a significant increase in the efficiency, productivity and performance of their people, processes, and technology.
  • Further information is available at www.deepcoding.ai
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