Your research and data-driven insights are invaluable to the IT support community. What’s been the most surprising trend you’ve uncovered recently?
Jeff: Most IT support professionals want the benefits of AI, but they don’t make the connection between AI, cost reduction and headcount reduction. The premise of AI is that technology replaces humans because it’s better, faster and cheaper than human labor. The sooner you acknowledge that headcount reductions are a natural consequence of successful AI adoption, the sooner you will realize the benefits of AI. Embrace the headcount reduction!
What key metrics do you think IT leaders often overlook but should focus on more?
Jeff: Tickets per User per Month and the Reduction in Tickets per User per Month. AI, shift left, problem management and channel mix will have the effect of reducing Tickets per User per Month. If you’re not tracking these two metrics, you are ignoring two of the most important metrics in service and support.
What’s the most important advice you’d give to organizations looking to improve their support operations?
Jeff: Learn the metrics; interpret the data. If you’re not doing both, you’re flying blind.
As the industry evolves, what role do you think data will play in shaping the future of IT support?
Jeff: Data is less important than insight. Most IT support organizations have way too much data and way too little insight. If you are willing to study the data, you can do a lot with a small amount of data. By contrast, a huge amount of data does you no good if you are unable or unwilling to capture the insights offered by the data. The most successful support organizations of the future will be those who harness the power of data interpretation, and act decisively on those insights.
Learn More from Jeff at SupportWorld Live
Jeff Rumburg will be speaking at SupportWorld Live, May 18-22 in Las Vegas. Get $200 off your registration with the TOP25 discount code.