Unlock Business Value and Transform Your IT Organization
Today, IT organizations are constantly challenged to reduce incident mean time to repair (MTTR) and service request fulfilment time, automate routine tasks that consume valuable resource time, and provide rapid response to unplanned outages and degradations of key business services. They are also expected to maintain a current and complete knowledge base, including known errors and self-help articles, improve customer satisfaction, and provide a centralized service offering.
According to OTRS Group's 2023 survey, more than nine out of 10 United States executives want to improve their organization’s IT service management (ITSM) in the next twelve months. However, transferring experience and best practices from ITSM to the service management of other departments is currently still far down the list of planned investments. Only 20 percent are already devoting their attention to Enterprise Service Management (ESM) in the next year. Instead, due to a lack of staff and tight budgets, IT departments are being pressured to “do more with less.”
