Speed up IT problem resolution

Implementing an adaptive prioritization model in IT Service management reduces ticket resolution time by 50%.

IT and network systems in the Connectedness industry have seen major evolutions during the last few decades. With tremendous changes in technology and services growing in leaps and bounds, monitoring applications cannot fulfil the dynamic demands of response time and stringent SLAs. The number of incidents and alarms generated in a service provider’s IT and network landscape is constantly on the rise. It is important to prioritize the incoming incidents with the right priority based on various attributes. However, most IT service management (ITSM) systems are still prioritizing the incidents only based on urgency & impact.

The current practice is to raise trouble tickets and work on each item based on the incident priority set by the ITSM system. The disadvantage of this traditional approach is that the impact and urgency parameters are not optimized. Thus, the incident priority is not alerted properly, leading to a poor customer experience. It also doesn’t recommend reducing the average cost of unplanned downtime, which is a major influencing factor in operational expenses.

There is an urgent need for an efficient incident prioritization model with high customer acceptance and considering true business needs and IT capability. Service providers must work with the business and the operations team to provide effective and faster issue resolution to define a priority model. A sound prioritization scheme can help service providers to stabilize their day-to-day operations and make them more proactive in their responses.

This insight discusses a unique adaptive incident priority model that could be easily integrated into the existing ITSM platform. This strategy enhances ITSM systems with the capability to analyze various important factors to determine the right incident priority.

Figure 1: High-level architecture with adaptive priority model & topology analyser methodology