A majority of (85 percent) of ManageEngine users believe IT Service Management (ITSM) analytics would enhance IT service delivery, results of a survey by IT management company ManageEngine showed.
This percentage of respondents includes 36 percent who believe that analytics would improve service desk efficiency and 30 percent who believe it would identify any gaps in the IT service management (ITSM) process.
The survey also looked at the critical area of reporting. While 43 percent of users preferred to generate reports on their own, 21 percent of those users depended on third-party software or other teams.
Over the past few years, ITSM has become increasingly important to an organization’s IT strategy, and companies are seeking new ways to improve IT service delivery and efficiency via better ITSM processes.
This increases the importance of tracking and measuring critical KPIs. However, due to overwhelmingly large amounts of data, users find it challenging to manually access, track and analyze critical help desk information quickly.
Analytics solutions enable users to visually analyze critical information so they can improve IT service delivery.
“While this survey highlights the importance of analytics when it comes to enhancing IT service delivery, it also sheds light on what users expect from an analytics tool,” said Sridhar Iyengar, Vice President, ManageEngine. ”
There are currently many analytics tools in the market, but most are too complicated, require expert assistance, or are too time-consuming and expensive.
Based on the survey findings, users want a self-service analytics tool that will allow them to build and personalize reports quickly. Empowering users in this regard is the first step toward achieving any form of process efficiency.”