Satisfied customer will pay your bills. Unsatisfied customers \u2013 well, maybe they pay the next one, but certainly not for the long term. With that act (not paying the bill, i.e., not using your services anymore), the customer wants to say something \u2013 he is not satisfied either with your service or the way you support it; i.e., there is a lack of customer satisfaction. And that\u2019s something that should bother every organization.<\/p>\n
There are many points where low quality can be \u201cbuilt\u201d into the service, e.g., low quality during design of the service or while building a service. But, low quality will be highly visible once the service enters the live environment. It\u2019s hard (and expensive) to influence customers\u2019 dissatisfaction with a low-quality service. But, there is one more source of customers\u2019 dissatisfaction with operational services \u2013 the organization\u2019s performance during incidents<\/a>.<\/p>\n Maybe your organization has the best IT service strategist, or system admin, or developer\u2026 That\u2019s good for the organization, but customers will not see that. What do they see? They see your Service Desk and how well you solve incidents that happen on the services they use. And that\u2019s exactly how they will judge you.<\/p>\n I have witnessed a situation where one of my colleagues explained why she avoids opening incident tickets \u2013 there were a few older tickets that were never resolved. The consequence is \u2013 distrust. So, efficiency in incident resolution directly influences customer satisfaction (or dissatisfaction).<\/p>\n Except that they get a direct look-and-feel at how efficient you are while solving their incidents. The Service Level Agreement (SLA<\/a>, official contract between you and your customer) contains obligations that you have to fulfill. Resolving incidents and respective target resolution time is just one of them. That\u2019s the point when Incident Management efficiency is being measured.<\/p>\n And, there is one more thing that you have to be aware of. When an incident happens and a service is interrupted, it not only means that you have to invest your time and effort \u2013 your customer\u2019s productivity decreases as well.What\u2019s the importance?<\/h2>\n
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