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Digital Service Management – How to identify need? How to go about implementing it? What Challenges that companies and consultants can face?

March 1, 2022

Digital Service Management – How to identify need? How to go about implementing it? What Challenges that companies and consultants can face?

AITSM Show - Episode 1 - Special Interview With Juzer Saifee  

Digital Service Management – How to identify need? How to go about implementing it? What Challenges that companies and consultants can face?


What are the visible signs when you absolutely need digital service management? So far, IT decision-makers often ignore or delay the critical decision to move towards digital ITSM tools and platforms to manage the IT services and processes.

When would you know it is the right time to go ahead with the digital ITSM toolset? How to identify need? How to go about implementing it? What Challenges that companies and consultants can face?

We asked it from Juzer Saifee, Account Manager IT Solutions at Vyom Labs.

Don’t miss the valuable tips & best practices from Juzer, an ITSM practitioner brimming with passion and enthusiasm.

"There are many burning signs or warning indicators decision-makers fail to see. Now if you see even four or five of these 13 signs in your service management, it is time to move towards a digital ITSM toolset."

 

3 out of 13 warning signs:

  • Support Agents seem to take too long resolving issues, resulting in unhappy end users/customers.
  • Agents repeatedly work on the same issue, thus wasting time that they can utilize in other key areas.
  • If you do manage services and clients are leaving due to your inability to provide the level of support that they require to use the products/services properly

Learn and Grow, With AITSM Show!!!

Transcript

Host-Anand: Welcome to the AITSM show; today we will be talking about visible signs when you absolutely need digital service management. We are joined today by Juzer Saifee, Account Manager IT Solutions at Vyom Labs.

So far, IT decision-makers often ignore or delay the critical decision to move towards digital ITSM tools and platforms to manage the IT services and processes. So Juzer, when'd you know it is the right time to go ahead with the digital ITSM toolset?

Juzer: Firstly, thank you so much for having me on the show, Anand. Of course, there are many burning signs or warning indicators decision-makers fail to see. Now if you see even four or five of these 13 signs in your service management, it is time to move towards a digital ITSM toolset. Now, when I say, you know, burning signs, it could be like a support staff a support agent seem to take too long resolving issues resulting in unhappy and end customers unhappy end users, right. 

Host-Anand: Right!

Juzer: There may be scenarios where agents work on the same issue again and again and thus wasting some of the good time that can be utilized by them in other key technology areas, right. And there could be service requests which are not properly logged by the end-users at the same time and does their request fall in the wrong support area wrong support group. There is no proper assignment mechanism in your tool. If you manage services and clients, you know they are leaving due to their inability to provide the level of support they require to use the products or service properly.

Host-Anand: Yeah

Juzer: So these are some of the burning issues in terms of knowledge sharing also between agents you know who can really resolve those problems quickly by following some knowledge articles they may fail to track the known errors and may treat as if they are brand new each time so so support agents might be skilled enough to handle your issues he is trained enough to quickly resolve the problems but maybe the ITSM tool that you are using is not capable enough to provide them to unleash their capabilities true right, for example, I've seen some of the customers who even struggle to track the agent performance the support agent's performance no matter how good that support agent is working there is no way he can identify the performance of the agent through you know dashboards through reports on the performance resolutions of those tickets that the agent is providing unable to track customer satisfaction the feedback from the customers or the end-users why the scores are declining why the performance is not up to the mark. And you know and then there can be something like where there some service request might go undocumented right there can be a good solution provided by one of the agents, but he has not created a knowledge article out of it and then it goes into the archival mode so there can be yes right hundreds of tickets getting created each day and one of the tickets this agent is provided with a beautiful solution, but he was not able to make it a knowledge article because there was no capability in the tool to store that ticket as a knowledge article

Host-Anand: Yeah

Juzer: You know, and one more thing I can add more to what I'm discussing is there could be tickets that are getting transferred between multiple support teams before you provide the resolution to the end-users. It's like hopping between l1 l2 l3 teams without you know any team is able to take ownership of it and then as an end-user for me, I'm not too sure where my ticket is landing in the right team.

Host-Anand: Yeah, and people are maybe just handling the tickets by just transferring them.

Juzer: Absolutely, it's more become a pain for end-users to know when their issue will get resolved who to actually contact at the back end. Of course, there is going to be a level one or level zero service test team who is going to face the end cause end-user about this issue, but what happens is they do not even have the right update in updated information because they are not sure some days the ticket is lying with level two support someday it's level three support it keeps moving around, right. So there has to be a mechanism wherein a tool should be able to give you an idea that level 0 or level 1 can have a chat integrated within the ITSM toolset where he can quickly chat to his level 2 support person and provide real-time updates to end-users right. 

Host-Anand: Like sharing notes or something like that.

Juzer: Absolutely because most of the time also I have seen that some of the agents they try to store their important or critical data information like follow-up in the sticky notes or emails on a notebook right, so they miss out capturing those details my new details in a ticket activity field you know if they chat with their level 2 support personnel that activity details also gets kept captured into tickets, so there is no missing information as far as a complete life cycle of any service request or incident goes.

Host-Anand: Exactly. Thanks so much for these valuable insights about moving to digital ITSM in time. So how to go about implementing digital service management toolsets and how to start the journey?

Juzer: It's a very, very good question. As a decision-maker or as a team who is looking for changes in their IT service desk and identified these pain areas that we discussed. Firstly they'll have to design a process set out a budget and establish some processes and policies because ITSM tool selection is one of the first key steps you need to consider various factors while evaluating the best-fit ITSM tool for your organization because it depends on the number of users you are providing the services based on that what sort of processes you have in place and then you decide that okay this particular ITSM tool can help me build my own configuration or out of the box this tool has these configurations which I can leverage without even doing a lot of customizations into the tool.

Host-Anand: Yes.

Juzer: Right and then how do you want it to be deployed do you want it on-premise in your own data center. Because you have certain security policies which don't allow you to go on on SaaS or a cloud. So definitely, there is now maturity at this stage that ITSM is available as a service and ITSM is also available on-premise as well as mobility. So it's one of the key requirements now that your agents your end users should be empowered with the mobility so that they can use it on the fly on the go and get their issues resolved or a service test can help an end-user on the go. 

Host-Anand: Yes.

Juzer: So these are some of the factors and then probably you look at the next level which is what other high-level features could be this product can bring me should it be codeless or should it require coding how easy to customize is it ITIL compliant. Very important to know that it should be ITIL version 4 compliant. It should provide you, out of the box service management process model in case you are trying to shift the in-house ITSM tool to a service management platform so the process model should be there in place to help you take to the journey to the next level.

Host-Anand: True.

Juzer: Right, so these are some of the things which I think are very important at the same time if you are planning to integrate your ITSM tool to different applications that you already use in-house then you have to take a factor in that it should have a proper integration mechanism may be an integration platform along with it so that you don't have to do point-to-point integration every time. The business need comes in that you have to integrate maybe with SAP, maybe with active directory, maybe with any monitoring solutions. If you have an integration platform along with your ITSM tool then it becomes easy for you to leverage it and you have the in-built connectors for integration which makes your developers' jobs easy your administrators' job easy or your decision-makers' job easy. 

Host-Anand: Yes.

Juzer: Right and then you can look at the customization level of it. Can you use the business rule which is there out of the box or do you need to customize it? Can you use the workflows which are already there based on ITIL standards, you don't need to make a lot of changes to it. So all these are are some important areas and also data so how secure is your data?

Host-Anand: Right. 

Juzer: Data security between your teams maybe if you are starting today to leverage the service management tool just for your IT departments or IT business unit but in future, you can start using the service management tool for your HR - human resource department, for your administration, for your legal, for your finance team. So data segregation becomes very important.

Host-Anand: Right 

Juzer: So one of the key tools that I am aware that we do is from BMC software that provides you the segregation of data when it comes to HR data and your IT data so your salary slip should be a discussion between your HR and you as an individual employee. It should not be visible to anybody else in your organization. So those levels of segregation are very important, making it easy for you to evaluate the right ITSM solution though it is not an easy task. It needs a lot of planning. It is very important to understand your own organizational requirements and build processes to smoothly run on a chosen ITSM tool.

Host-Anand: Great!!! These ideas, processes, and all the tips that you shared were really insightful. So before we end this interesting discussion here, what is the one question you wish I
had asked?

Juzer: Okay, this is very interesting. Well, the question is this and the answer is this you know. What challenges that you know you have seen that end-user organizations or consultants or maybe the developers will face while doing the execution that is the implementation of you know service management the digital service management?

Host-Anand: Is there anyone tip you can provide so what could be the major challenge that you face during the implementation? 

Juzer: It's all about planning right planning has to be near perfect and then once you have the correct plan to execute the daily activities that you planned for the implementation you should know what are the limitations and what are the risk factors and then you can start doing as an agile methodology as well go with you know one module at a time and take it from there.

Host-Anand: Amazing!!! Thanks a lot for being on our show and looking into the value you have provided today, we will keep inviting you I think in our all future episodes so probably you should book more time with us on this show.

Juzer: Thank you very much. Would love to be on this show again to share my experience. Anand, thank you so much.

Host-Anand: So if you like this conversation please share it generously and most importantly let us know what questions you would like to ask our guests and our future industries pro.
watch this space for more interesting talks. Bye-bye. Thank you.

Juzer Saifee Profile Photo

Juzer Saifee

Account Manager - IT Solutions - Vyom Labs