Providing employees and customers with exceptional service experiences isn’t just a competitive advantage; it can make or break your company. Employees unable to get help fast means lost productivity and dwindling morale. Frustrated customers won’t think twice before switching providers.
To ensure round-the-clock support, service teams work tirelessly, often against significant odds. From managing globally distributed teams and navigating disjointed tools - all while operating in a challenging macro environment - our on-call heroes are up against it.
Yet, perhaps their most daunting foe is Bad Service Management (BSM) – a condition exacerbated by outdated and expensive IT Service Management (ITSM) tools. Are your service teams suffering from BSM? Here are a few signs to look out for and stories from organizations that have overcome this affliction.
Symptom 1: Bloat
Chances are you’re overpaying for your ITSM solution. According to Gartner, 8 out of 10 IT organizations are overspending on ITSM platform subscriptions by half of the contract value because they purchase functions that do not get fully used.¹
Legacy ITSM solutions have become bloated with superfluous features and complex setup procedures. At a time when every dollar spent is scrutinized, savvy organizations are turning to more flexible, cost-efficient alternatives.
Saint-Gobain, a multinational manufacturing company, exemplifies addressing budget bloat head on. In 2020, the company initiated a project to streamline its IT operations by replacing its cumbersome and costly ITSM solution with Jira Service Management. The migration from one tool to another was completed in just a few weeks (not months!), encompassing 20,000 end-users. This strategic shift resulted in Saint-Gobain reducing costs by 70% in the first year alone as highlighted here, and projects an impressive 82% reduction by the third year of deployment.
Symptom 2: Blurred vision
Service teams are not just found in your IT department. HR, design, legal, and many other types of teams utilize service management tools to provide support to employees and customers.
BSM-riddled organizations are more likely to have selected an inflexible or overly complex service management tool that does not satisfy the variety of support use cases found across teams. As a result, teams select different tools that are not connected. That can lead to a snarled mess that blurs visibility across teams and tools.
Domino’s Pizza Enterprises Ltd - the largest pizza company in the world - was suffering from this BSM symptom as it managed six different ITSM tools globally. After transitioning to Jira Service Management, Domino’s was able to use one service desk for all 12 markets and 3,800 stores. In addition, having the same platform for both the engineering and business teams is driving efficiency and end-to-end visibility. As they continue to standardize processes, Jira Service Management allows them to automate the backend of these processes easily, further improving speed, quality, and removing repetitive manual work.
Symptom 3: Burnout
Teams suffering from BSM are buried under a mountain of service desk tickets. They are exhausting themselves triaging issues, assigning agents, and manually addressing problems one by one. This is not a sustainable practice and will lead to burnout and talent churn.
Much to our relief, artificial intelligence is here to help shoulder some of the load. With new AIOps capabilities, tickets can be automatically triaged and assigned and resources can be surfaced instantly from your organization’s trove of Knowledge Base articles. In addition, service teams can now tag in virtual teammates to solve repetitive and less complex issues. Taking advantage of the virtual agent technology in Jira Service Management, FanDuel Group, a driving force in the multibillion-dollar gaming industry, cut support tickets that require human intervention by 85 percent.
Beat BSM today!
Don’t let your service teams suffer from BSM a moment longer. Join the over 50,000 customers that trust Jira Service Management to deliver exceptional service experiences swiftly and efficiently. Learn more here.
Sources:
1. Gartner, A Buyer’s Guide to ITSM Platforms - 4 August 2022 - ID G00756271 - Chris Matchett, Rich Doheny. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
