7 KPIs of world-class ITSM: Your Executive Summary

Automation accelerates efficiency: Organizations automating business processes using workflows witness a significant 26.63% reduction in average resolution time (ART), enabling faster resolution of employee queries within the first interaction (FCR 77%).
Gen AI transforms self-service experience: Generative-AI-powered self-service drives significant ticket deflection rates of about 53%, enabling organizations to mitigate commonly recurring issues and empower agents to focus on critical business tasks.
Gen AI assistance streamlines service delivery: Smart assistance streamlines service delivery by automating repetitive, low-value tasks and promoting consistency across teams. With generative-AI-powered assistance, agents experience a 26.55% improvement in response time and achieve 34.58% faster ticket
Chat leads the way in swift solutions: Chat and collaboration channels such as Microsoft Teams and Slack offer swift solutions with minimal wait times. On average, assignments occur within six minutes, and tickets are resolved 45% faster than our benchmark. Additionally, they maintain 100% resolution and first response SLAs, with a first contact resolution rate of 91.7%
Integrations augment service desk performance: Organizations leveraging third-party integrations to extend their service desk functionalities see a 23.07% improvement in average resolution time, while the first contact resolution rate rises to 77%. Continued integration with third-party applications correlates with improvements across various KPIs.

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