SolarWinds, a leading provider of simple, powerful, secure
observability and IT management software, released a report on the
positive impacts of IT Service Management (ITSM) on improving IT
outcomes, service delivery, and employee satisfaction.
The growing complexity of today's distributed, hybrid, and multi-cloud
IT environments is one of the biggest challenges facing enterprises
today as they navigate digital transformation efforts. Organizations are
increasingly looking to IT as they move toward new digital tools and
processes. However, this means IT teams may be inundated with increasing
volumes of performance issues, troubleshooting, and requests for
support that distract from urgent business needs.
The new SolarWinds report explores the benefits realized by SolarWinds Service Desk
customers as a result of ITSM adoption, including increased
productivity, reductions in system downtime, and faster issue
resolutions.
The average SolarWinds Service Desk customer surveyed saved 23 hours per
week due to reduced ticket volume-nearly the equivalent of adding an
extra employee to their team. Additionally, participants reported the
ability to handle an average of 19% more tickets per IT agent. This time
saved delivers immediate value by allowing greater focus on innovation
and progress toward long-term business goals.
SolarWinds surveyed 163 Service Desk customers and additionally found:
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ITSM Helps Support Success & Speed of IT Outcomes: Empowered
by AI-powered features, including a virtual agent to support
troubleshooting and guided incident resolution, SolarWinds Service Desk
customers achieved an average 23% reduction in time spent resolving
incident and service tickets requests. Additionally, respondents
reported a 21% reduction in both system downtime and ticket submission
volume after implementing ITSM.
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ITSM Creates Superior Employee Experiences: A successful service
desk deployment helps improve end-user satisfaction by ensuring faster
resolution, better self-service capabilities, and a more organized way
of accessing support. SolarWinds Service Desk users improved user
experience by an average of 21% and, in some cases, as much as 45%.
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Investment in ITSM Pays Off: One in six SolarWinds Service Desk
customers reported an ROI up to 3x their ITSM investment, with more than
half (51%) reporting a return 3x their investment. This is in addition
to the immense value provided through faster incident detection,
resolution, and service delivery.
"At SolarWinds, we believe transformation and success go hand in hand.
We pride ourselves on closely collaborating with our customers
throughout their ITSM journeys, from basic ticketing all the way through
AI-powered service delivery, while helping them maximize value," said
Cullen Childress, Senior Vice President, Product at SolarWinds. "The
results of the SolarWinds Service Desk Customer Report are a testament
to our commitment to building powerful solutions that provide real value
where it's needed most."
SolarWinds Service Desk helps organizations simplify IT operations and
better align IT services with business needs by unifying service
management and incident reporting within a centralized point of contact.
The cloud-native SolarWinds Service Desk solution is highly regarded in
the industry for being easy to use and effective for users and agents
while providing quick time to value. Customers can also enhance and
personalize Service Desk through integrations with more than 200 popular cloud applications.
To read the full SolarWinds Service Desk Customer Report, visit https://www.solarwinds.com/resources/survey/service-desk-customer-report/delivery