Red Wall & Stairs

19 Common Operational Issues, every Operational Problem

Take OFF removes them all 

  • Workload silos: every ticket queue owned by an individual is a point of inefficiency that can sometimes cause slow service or failure to provide service at all.
     

  • Lack of collaboration and teamwork.
     

  • Weak motivation and unsteady performance.
     

  • Activity prioritisation - the question of "what next?"
     

  • Backlog control and ticket abandonment.
     

  • Premature ticket closure.
     

  • "Operational Problems" (procedural weaknesses) are not identified and removed.
     

  • Weak manageability due to rudimentary metrics.
     

  • Weak quality control: non-standardisation.
     

  • Time-based SLA's are measured so inaccurately that they are statistically invalid, and consequently...
     

  • SLA performance is weak.
     

  • Customer updates are sometimes not seen.
     

  • Missed appointments.
     

  • Ticket progression is not always journaled.
     

  • IT lacks accountability in the service provided.
     

  • IT lacks accountability in the value it delivers.
     

  • Support for service inductees.
     

  • Ticket assignment mistakes made by inductees.
     

  • Unfocused employee reviews that serve little purpose.