What are the new “rules” in IT support and service management? Kinetic Data recently spoke with Eveline Oehrlich, VP and research director at Forrester Research, to discover her organization’s findings and predictions on that topic.
Why is service visibility valuable? Because enabling people to see “what’s going on” builds confidence between a service provider and the internal or external customer. It helps identify area for service delivery improvement. And it keeps everyone who’s involved in the process informed of the status of a service request at all times, thus avoiding unnecessary calls to the service desk.
Why is enterprise service calendaring important? Because business professionals live by their daily calendars, which show all commitments, schedules calls, meetings, follow-ups, to-do’s and other activities. Similarly, an enterprise service calendar intuitively makes clear to people what is happening and what the impacts are on their role or organization.
Watch this video to learn more about how enterprise calendaring visibility supports ongoing service improvement.
0:16 About Kinetic Data
0:48 What is Enterprise Request Management?
1:47 Why is Service Visibility Good?
3:08 Examples of Service Visibility
3:28 Why Enterprise Service Calendaring?
4:26 Business-Specific Process Visibility Example
5:05 Enterprise Calendaring Examples
7:25 Kinetic Data Product Overview
7:40 Enterprise Calendar Demo
Examples of where enterprise calendaring provides helpful visibility include change management, release management, on-call support scheduling, service level management, training schedules and vacation calendars.
Time- and date-based information can be pulled from virtually any enterprise data source (e.g., an HR system, ITSM platform, ERP system, Exchange, etc.) and the resulting display filtered by various criteria in order to focus on specific resources, tasks or groups.