The perfect combination for XLA and happy users: ITSM360 with built-in SDM360 functionality

We know that suppliers of ITSM ticket systems are insufficiently involved in service delivery management, proactively improving processes and services, and measuring user satisfaction in real time. That is why we have now built SDM360 into ITSM360 as standard: Deliver Services with a BIG smile!……

SDM360 literally stands for Service Delivery Management, but within ITSM360.

Why? Because it literally shows all the agreements that people used to record in SLAs and DAPs for each process and service, but which nobody understood, or... which nobody read because they were not readily available in a convenient way. The result: delays in processes and services, leading to lower user satisfaction.

This model is actually very simple: there are always eight steps that can be followed for each type of report or process:

• Steps 1 through 4 are reactive and reported to the service desk by the end user. These are then handled without learning and/or improvements.
• Steps 4 through 8 are proactive and are further organized by service and process owners: precisely in order to demonstrably improve services and processes and to ensure the right connection with the customers of the services and processes.

We have been using this model for over 20 years, but always had to store it somewhere in the well-known rigid ticket systems. That worked, but it was not ideal, of course. Now, it can be turned on or off as standard from ITSM360: at no extra cost and literally tailored (by yourself) to each service and process.
And what is the result that we can guarantee?

• Once all 8 points have been filled in, the rating for the process or service in question will never be lower than 8.5.
• The total cost of ownership (TCO) for the process or service in question is guaranteed to never be higher and is often even 10%+ lower than before.
• PowerBI measures differences in satisfaction in real time.
• PowerBI measures the turnaround times per solution group (internal and external) for each step in the model.
• This makes users and practitioners enthusiastic: the approach works! Taking control is fun and meaningful!
• From that moment on, the approach can literally be replicated for the next service or process within ITSM360, and your organization will be able to do this itself from now on.

Final result once all services and processes have been completed: all services are proactive based on ownership, all services have a rating of 8.5 or higher!

Transitieprofs exists to assist you, as an MSP or management department, as a direct client, during this improvement process. Of course, there is a 'trade secret' involved that we don't want to reveal entirely in a blog, but our goal is to ensure that, after a limited period of time, all our clients can do what we can do, so that costs remain limited, you remain in control, and our knowledge becomes your knowledge.

And what makes this combination of ITSM360 and SDM360 100% unique: it's all Microsoft, so for each process and each service, we will immediately look at where there is room for improvement in your ecosystem, using Microsoft's amazing solutions:

• Which items can we integrate directly, such as Exchange, Intune, DevOps, Teams, AD, etc.?
• Which reports can we immediately improve and make more proactive with PowerBI, such as turnaround times per ticket component (see below)?
• Which processes and services can we automate immediately with PowerApps, such as components that are perfectly suited for self-service?
• Etc.

Author: Dennis Daalhuizen, director/owner of Transitieprofs

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