NEWTON, Mass., April 10, 2012 /PRNewswire/ -- A new survey identifies the practices and improvements within an IT service organization that are likely to provide the most compelling benefits, including using combined sources of enterprise information to help resolve IT incidents and formalizing a Service Knowledge Management System (SKMS). Attivio, the industry leader in unified information access, surveyed members of the Networks & Systems Professionals Association (NaSPA), highlighting where and when these improvements yield the most compelling benefits, and presenting the views and practices of senior-level professionals responsible for enterprise IT incident resolution.
The survey addresses topics such as: service performance metrics; sources of service-related information that are actively used to resolve incidents and sources not in use yet; percentage of all IT incident resolution occurring during the first call/contact; number of information sources typically referenced to effectively resolve incidents; and whether a SKMS is currently in use.
Of those surveyed, 85 percent of the respondents were managerial level or above, with more than 60 percent at the director or VP/CIO level. Among the findings was the use of multiple sources of support information, a clear differentiator in organizations experiencing more efficient incident resolution. Responses indicate that organizations recognize the need to integrate multiple sources of service-related information for effective support. In fact, the vast majority of respondents noted at least four information sources are currently in use by IT service management teams.
Notable among the findings was that 81 percent of respondents indicated that some combination of structured data and unstructured content service information was currently in use for incident resolution. Forty-four percent of respondents reported that their organizations are using a SKMS. Other sources of information include:
- System log files – a semi-structured data source – the most widely utilized source of information (70 percent)
- Email (68 percent)
- External websites and knowledge base/known errors database (both 65 percent)
- IT service management software (59 percent)
"Measureable gains in service performance are realized by unifying access to multiple sources of enterprise information relevant to the IT incident, such as structured data, semi-structured data and unstructured content," said MaryAnne Sinville, SVP Marketing at Attivio. "This survey validates that when an SKMS is used to correlate and present all relevant service information in a single view, companies eliminate silos of information, resulting in dramatic improvements that are driven by leveraging the entire body of service-related knowledge."
A clear distinction for organizations whose revenue exceeded $200M annually was a material correlation between their use of a SKMS and high rates of incident resolution, where a majority of incidents were resolved with a single call for support. For organizations of the same size with no SKMS in use, a lower percentage of incidents were resolved within the first call/contact, underscoring the impact and benefits of using a SKMS in environments with high IT incident activity and complexity.
"NaSPA members represent the world's largest and most progressive IT support and infrastructure organizations," commented Leo Wrobel, President and Chairman of NaSPA. "The executive summary report of our membership survey not only reveals key results and best practices, but also includes some thought-provoking correlations between responses to multiple questions."
For a free copy of the survey results, please visit http://go.attivio.com/naspa-survey.
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The mission of the Networks and Systems Support Professionals Association (NaSPA, Inc.), a not-for-profit organization, is to enhance the status and promote the advancement of all network and systems professionals; nurture members' technical and managerial knowledge and skills; improve members' professional careers through the sharing of technical information; promote the profession as a whole; further the understanding of the profession and foster understanding and respect for individuals within it; develop and improve educational standards; and assist in the continuing development of ethical standards for practitioners in the industry. http://naspa.com/index.taf