- Published: Tuesday, July 06, 2021 07:00
By Ed Caufield, Distinguished Alumni
and Lonnie Sanders III, Associate
There’s a great quote from the cult movie Matrix: “There’s a difference between knowing the path and walking the path.” As our experience working with a recent client, a $1B service company shows, this truism certainly applies to the realm of IT Service Management (ITSM). Here’s what happened…
The company’s IT management had called us in because they were growing increasingly frustrated with what they assumed was a broken help desk. The problems they were seeing included late tickets, incomplete tickets and aging tickets not being worked on. Major issues were not being properly escalated and their “VIP” customers were not receiving any special treatment. In sum, the entire help desk function was wildly inefficient, extremely unproductive and lacking transparency to the issues or trends at hand. Not surprisingly, customer satisfaction was low and going lower.