Stop Reacting to Requests — Use Trend Analysis to Identify Problems Before They Explode
The Power of Trend Analysis
Trend analysis enables teams to clearly identify which types of service requests and inquiries are trending, enabling proactive resolution of broader issues .
What to Look For
|
Trend |
What It Means |
Action |
|
Spike in access requests |
New hires, role changes, or security issues |
Review onboarding process |
|
Increase in software requests |
New tools being adopted |
Review license management |
|
Rise in password resets |
Policy issues or system problems |
Review authentication |
|
Hardware requests increasing |
Growth or equipment lifecycle |
Review procurement |
How to Do Trend Analysis
1. Collect Data
Gather request data over time — type, volume, patterns.
2. Identify Patterns
Look for patterns: time of year, day of week, related events.
3. Investigate Causes
When you see a pattern, investigate why it's happening.
4. Take Proactive Action
Fix the root cause, not just the individual requests.
5. Monitor Impact
Track whether your proactive action reduced the trend.
Example: Trend Analysis in Action
Observation: Password reset requests spike every Monday morning.
Analysis: Employees forget passwords over the weekend and need resets Monday.
Proactive Action: Implement MFA or passwordless authentication.
Result: Password reset requests drop by 50%.
Tools for Trend Analysis
|
Tool Type |
Capability |
|
ESM platforms |
Built-in analytics and dashboards |
|
BI tools |
Advanced visualization and analysis |
|
AI/ML |
Automated pattern detection |
Conclusion
Trend analysis transforms service request management from reactive to proactive. Instead of handling the same problems repeatedly, organizations can identify and fix root causes — reducing volume and improving service.
Action Items for Your Organization
- Review your data — what patterns do you see?
- Investigate root causes of trends
- Take proactive action
- Monitor the impact
- Share findings with stakeholders
