Five parts that should not be missing from your ITSM checklist

Leading an IT team and driving innovation through technology. These are the primary duties of a Chief Information Officer. One aspect, of course, is always at the top of the list: cost control.

What does it cost to implement and maintain a new ITSM solution? How can you grow and reduce the number of tickets without spending more money on helpdesk resources and staff? What services can be offered at what price and how quickly can such a project be completed without breaking the tight IT budget? These are questions a CIO needs to answer in order to be successful. Since IT is generally not seen as a revenue-generating component in the business, it is crucial to keep costs low and exceed the ROI targets. But how do you as a CIO ensure that you improve your IT organization while reducing your service desk costs?

1 Automate routine tasks

Self-service IT is no longer a special feature in 2022. Users who are used to putting apps on their smartphone or tablet at the touch of a button also expect to be able to use the applications needed to get their work done quickly and easily. IT is under pressure to support hybrid work and the new wishes and requirements as best as possible. At the same time, the quality of IT services must be at a high level. Finding a balance is a challenge for many IT executives. What is needed is a range of products and services tailored to the needs of a business. Both the IT department and the store floor. This offer is included in a digital catalog and can be easily used at the touch of a button.

2 Implement a chatbot

Although a good knowledge base can provide answers to many questions, users may still need help or guidance on certain issues. Due to the advent of smartphone apps, artificial intelligence and IoT, end users have become accustomed to certain services and solutions working much faster and more proactively. Smart chat systems can intelligently analyze user queries, measure emotions and deliver real-time solutions. Faster and more efficient than a support employee. They are available 24/7. Help to solve the less complicated problems. And make sure the number of helpdesk questions and tickets can be significantly reduced.

3 Continue investing in your knowledge base

If you have a good knowledge base within your company – which is continuously supplemented and updated – it can prevent a lot of tickets. The cost of help desk questions can be quite high. While the answers to many problems and questions can be solved within an organization. It is therefore important to continue investing in your knowledge base. It makes a significant difference in cost. And it ensures that internal knowledge is shared and continuously supplemented.

4 Use smart technology

Smart technology helps IT switch to a proactive way of solving problems before going to the help desk. The future of the IT service desk is more efficient and faster than we could have imagined. This proactive form of support can manifest itself in different ways. From smart automation that helps make the best decisions about ticket routing, to predictable dashboard analytics that help employees and IT executives spot trends that may affect SLAs. Looking forward to solving problems before they arise. That is the goal. And it ensures significant cost-effectiveness.

5 Benefit for IT employee

A helpdesk employee receives a ticket. The service desk uses Natural Language Processing to determine what type of ticket it is, who it should be assigned to, and how urgent it is. This is done by analyzing data from the organization’s ticket history. The system can, for example, return tips and answers from the knowledge base.

Not only end users can benefit from smart assistance. IT staff can also reap the benefits. By utilizing intelligent tools and utilizing full ticket history, ticket processing can be simplified and better results achieved in less time. The more tickets that are completed in less time, the higher the cost reduction for the organization.

There is work to be done

ITSM can be used for much more than reducing costs and providing IT services. It can also meet company goals, such as lowering the cost of business processes, increasing productivity and quality.


– Think of your ITSM system as one big business project rather than something put together piece by piece. Free up time, money and resources to create a solid ITSM system. And certainly do not make it a stand-alone project.

– Not only try to reduce IT costs and speed up the delivery of IT services, but also focus on implementing ITSM technologies to provide business services to the entire organization. This will improve your competitiveness.

– Expect significant returns from ITSM and business services management does not come from one day to the next. Continue to work on, refine and expand your service management capabilities across the organization.

Cees Broer is Area Sales Director Northern Europe at Matrix42

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