Improving IT Service Incident Ticket Resolution Times using Lean and Agile Methodologies
Open AccessIn an enterprise, a delay in IT help desk ticket incident resolution times leads to an increase in the service’s support costs and customer dissatisfaction. A simulation model is built utilizing Lean and Agile methodologies to reduce resolution times and service support costs while improving customer satisfaction.Incident management is the process of recording, cataloging, prioritizing, and resolving customer incidents by restoring services back to their original functional capability. The IT support center’s main goal is to identify customer issues, assign requests to proper subject matter experts, and resolve the issues to support the organization’s business needs in a timely manner. The process of resolving customer issues needs to be done in a cost-effective manner and to the satisfaction of the customers. The current literature focuses on predicting resolution times. An improvement of operations has been suggested using the define, measure, improve, analyze, and control, plan, do, check, act approaches, Lean methods, and Lean Six Sigma methodology. The case studies provided in the previous research aimed to improve resolution time are based on empirical studies, focusing on predicting resolution time and Lean Six Sigma methods to improve the resolution time. The current research aims to improve the resolution time by reducing the group transfers and assigning the tickets automatically to the respective group technical personnel. For tickets with longer delays, Agile methodology techniques such as extreme programming, swarming, and effective interaction between groups can improve the performance, along with the presently followed Lean methods. To evaluate these hypotheses, a novel simulation approach for the IT Service management process was built, and the effects of the changes in different attributes were studied. It was learned that the model validated the hypotheses. This research shows that, with the adoption of Agile and Lean methodologies, resolution times can be reduced to increase customer satisfaction. These results are useful for other organizations that follow a similar information technology service management process.
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Devineni_gwu_0075A_16544.pdf | 2023-11-14 | Open Access |
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