New SolarWinds Study Finds Automation, Self-Service, and SLAs Drive ITSM Efficiency

SolarWinds, a renowned leader in secure and efficient IT management and observability software, has published its 2024 State of ITSM Report, presenting valuable insights and practical recommendations for enhancing Information Technology Service Management (ITSM) operations. This report, based on the analysis of more than 2,000 ITSM data systems and 60,000 data points from SolarWinds’ customers, is designed to provide organizations with actionable guidance rooted in real-world data.

The report emphasizes that achieving streamlined ITSM operations involves more than simply adding more staff members. Instead, the findings highlight the importance of a balanced, multi-dimensional approach incorporating several effective strategies to boost productivity and reduce resolution times. These strategies include the use of automation, self-service portals, knowledge base articles, and service-level agreements (SLAs), each of which offers distinct advantages in optimizing IT service processes.

Automation rules are particularly effective, saving up to three hours per ticket by minimizing the need for manual intervention in routine workflows. Automation helps reduce the workload on service desk agents, enabling teams to handle a higher volume of tickets efficiently and allowing team members to shift their focus to more complex, strategic tasks that contribute to broader business goals. By automating repetitive tasks, organizations can achieve a significant reduction in SLA misses, enhancing customer satisfaction and service reliability.

Self-service portals represent another impactful strategy, empowering users to manage and resolve issues independently, which in turn reduces ticket resolution times by up to two hours. By facilitating immediate responses to user inquiries, self-service portals streamline service desk operations and improve user experience. In parallel, knowledge base (KB) articles are integral to supporting self-service operations, offering users the information they need to solve common issues without waiting for a support agent. SolarWinds’ report shows that KB articles accelerate incident resolution by around six hours on average when implemented effectively. For maximum impact, KB articles should be easy to access, clear, and relevant, allowing users to troubleshoot issues confidently and freeing up service agents to address more complex concerns.

Service-level agreements (SLAs) form the backbone of service standards, establishing measurable performance expectations that foster customer trust and drive continuous improvement. SolarWinds’ research underscores the value of SLAs in defining clear response and resolution benchmarks that help ensure consistent service quality. By consistently meeting SLAs, service desks can optimize resources, identify opportunities for process refinement, and enhance response times and operational efficiency over time.

The report also challenges traditional assumptions in the ITSM field. Contrary to the belief that larger ITSM teams necessarily lead to better service, SolarWinds found no clear correlation between team size and ticket resolution speed. Rather than focusing on extensive hiring, ITSM teams can achieve more substantial results by implementing a cohesive plan that leverages automation, self-service, SLAs, and knowledge bases. This strategic approach allows organizations to enhance the maturity of their ITSM services, equipping service desks with the tools and processes needed to address a wide range of requests and adapt to evolving user needs.

Ultimately, the 2024 State of ITSM Report from SolarWinds encourages organizations to rethink traditional ITSM strategies and adopt a technology-driven, multi-faceted approach to service management. By focusing on streamlined processes, automated workflows, accessible resources, and clear service expectations, organizations can create a responsive, efficient, and user-centric IT service environment. These insights serve as a roadmap for ITSM teams aiming to improve operational efficiency, enhance user experience, and drive greater value in today’s complex IT landscape.