Red Wall & Stairs

21 Common Support Service Issues, Operational Problems too

Remove them all 

  • Workload silos: personal ticket queues are points of inefficiency that can sometimes cause slow service or failure to provide service at all.
     

  • Lack of collaboration and teamwork.
     

  • Expectations management.
     

  • First Contact Resolution rate/ capability isn't maximised.
     

  • Service Desks must be "high velocity" but flow of activity (performance) is sometimes weak or unsteady.
     

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

  • Backlog control and ticket abandonment.
     

  • Premature ticket closure.
     

  • Situation-specific "Operational Problems", for instance inadequate documentation, task difficulties and inefficiencies, reoccur because they are not identified and removed.
     

  • Weak manageability due to rudimentary metrics.
     

  • Lacking recognition and praise for work well done.
     

  • Activity quality management - assured adherence to procedures and IT security principles, especially from service inductees.
     

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

  • Weak SLA performance.
     

  • Customer updates are sometimes not seen or quickly responded to.
     

  • Missed appointments.
     

  • Activity (ticket progression) is not always journaled.
     

  • Ticket assignment mistakes made by service inductees.
     

  • IT lacks accountability in the service it provides.
     

  • IT lacks accountability in the value it delivers.
     

  • Unfocused employee reviews that serve little purpose.