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New SolarWinds Report reveals automation , self-service and SLAs are keys to ITSM efficiency
Findings from the SolarWinds 2024 State of ITSM
Report showcase several more effective methods for up-levelling ITSM .
SolarWinds , a leading provider of simple , powerful , secure observability and IT management software , has released its 2024 State of ITSM Report , which provides practical ,
The data asserts that organisations cannot streamline their ITSM operations by simply adding more staff members . actionable guidance rooted in real-world Information Technology Service Management ( ITSM ) strategies . This report analysed over 2,000 ITSM data systems and 60,000 points of anonymised and aggregated SolarWinds customer data .
Overall , the data asserts that organisations cannot streamline their ITSM operations by simply adding more staff members . Instead , based on SolarWinds ’ findings , improving operations requires a multifaceted strategy of deploying additional effective methods , including :
• Employ Automation Rules : Automation rules save three hours per ticket .
• Use Self-Service Portals : Leveraging a selfservice portal can reduce resolution times by as many as two hours per ticket .
• Implement Knowledge Base Articles : Organisations that implement knowledge base ( KB ) articles resolve incidents an average of six hours faster than those that do not .
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