Achieving ITSM metrics in the age of the millennials

Every IT service desk manager is in continuous pursuit to achieve 100% customer satisfaction (CSAT) while striving to increase adoption of self-service. Keeping in line with ‘doing more with less’ business model, IT organizations are also under pressure to perform with minimal resources while ensuring increased productivity of the team – usually measured in the form of CSAT or FCR. Add to that the drastic growth of millennials (Gen Y) in the organization – leading to inevitable changes of operational and cultural practices.

A report from Catalyst suggests that millennials will make up 50% of the workforce globally by 2020.

And as Gen Y become leaders and influencers of an organization, the IT department will undergo a transformation that will influence a change in strategy to achieve better CSAT, agent productivity, and self-service adoption.

Based on recent trends among our customers, here’s how we think the changing workforce is going to impact ITSM metrics:

  • Biggest smartphone user-base

A significant percentage of people in the workplace expect to stay connected at work beyond their laptops/ PCs, and millennials more so than the rest – with the intention of finding all their needs met as soon and as effortlessly as possible. This is compounded by their predilection to be always available on their smartphones in both their personal and professional lives, paving the way for the inception of a plethora of mobile-friendly business apps. As organizations extend mobile capabilities to enable greater employee experience, the service desk industry should also align their goals towards greater customer satisfaction and to begin with, invest in a feature-rich mobile app.


Customer satisfaction is one of the most important metrics for ITIL processes, and naturally, the reason why service desk managers are constantly striving for better CSAT. Though the drive to maintain a good score will by no means change in the age of millennials, more emphasis needs to be placed on prompt and constant communication from the agent’s side.

Removing the need to use a laptop to raise a ticket every time would not only ensure greater adoption of the portal through its mobile app but also address millennials’ penchant for using their smartphones for work.

  • Tech-savvy, self-reliant millennials

According to a Nielsen report, millennials digital tendencies is the direct result of having been born in a new era of technology, the same era that was noted for accepting ‘Google’ as a verb in the Oxford dictionary. It allows them instant access to information without depending on anybody else and makes their lives easier, with 83% so inseparable from their smartphones that they sleep with it. Given the millennials’ proclivity to be self-reliant, the IT managers could make the right capabilities available so the millennials can support themselves at the workplace.

Increased adoption of self-service

Increased adoption of self-service is one of the most significant changes that can be expected as the presence of millennials grows in the workplace.

Ensuring an extensive service request catalog will help empower millennials to support themselves, and also ease the workload of the service desk. Even better is the availability of the service request catalog in the mobile app, considering Gen Y’s affinity to their devices.

  • Mobility and agility

Millennials thrive in a fast-paced environment and expect organizations to provide the same sort of experience that they find everywhere else. As they move to leadership and influencer roles in the organization, business requirements will inevitably transform to become easier, faster, flexible, and agile.

Standardized processes for productivity

In order to meet these accelerated business requirements, it’s crucial for the IT department in any organization to manage their IT services in a more refined manner. For instance, by investing in an ITSM tool that is based on a framework such as ITIL.

Better processes in place ensure increased efficiency and faster resolution of issues.

Contributing to a more organized service desk, the service desk portal directly impacts the productivity of the IT team. With the ability to raise requests and manage tickets from the portal as well as the mobile app, the organization will be able to keep up with the pace of the millennials.

The last word

Business should evolve in tandem with the technological and social evolution for continued survival. As the adage goes, change is the only constant – businesses today are transforming themselves to better position themselves in the value chain. IT department, as the backbone of any business operation, must evolve at par with the changes rather than play catch up. The presence of millennials in the workplace is one such change, and it is imperative that the IT department realigns its strategy to address it.