ManageEngine announced the results of its survey, Everything You Need to Know About ITSM Analytics: Industry Insight 2016, which indexed the attitudes of 160 ManageEngine users - including CIOs, managers and technicians from around the globe - toward their requirements for an advanced analytics tool to analyze service desk data.
The survey revealed that 85 percent of users believe ITSM analytics would enhance IT service delivery, which includes 36 percent who believe that analytics would improve service desk efficiency and 30 percent who believe it would identify any gaps in the IT service management (ITSM) process.
The survey also looked at the critical area of reporting. While 43 percent of users preferred to generate reports on their own, 21 percent of those users depended on third-party software or other teams.
Over the past few years, ITSM has become increasingly important to an organization's IT strategy, and companies are seeking new ways to improve IT service delivery and efficiency via better ITSM processes. This increases the importance of tracking and measuring critical KPIs. However, due to overwhelmingly large amounts of data, users find it challenging to manually access, track and analyze critical help desk information quickly. Analytics solutions enable users to visually analyze critical information so they can improve IT service delivery.
"While this survey highlights the importance of analytics when it comes to enhancing IT service delivery, it also sheds light on what users expect from an analytics tool," said Sridhar Iyengar, Vice President, ManageEngine. "There are currently many analytics tools in the market, but most are too complicated, require expert assistance, or are too time-consuming and expensive. Based on the survey findings, users want a self-service analytics tool that will allow them to build and personalize reports quickly. Empowering users in this regard is the first step toward achieving any form of process efficiency."
