
21 Common Issues
Remove them all
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​Workload silos: personal ticket queues are points of inefficiency that can sometimes cause slow service or failure to provide service at all.
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Lack of collaboration and teamwork.
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Expectations management.
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First Contact Resolution rate/ capability isn't maximised.
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Service Desks must be "high velocity" but flow of activity (performance) is sometimes weak or unsteady.
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Activity prioritisation - the question of "what next?"
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Backlog control and ticket abandonment.
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Premature ticket closure.
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Situation-specific "Operational Problems" reoccur because they are not identified and removed, for instance inadequate documentation and task difficulties.
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Weak manageability due to rudimentary metrics.
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Lacking recognition and praise for work well done.
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Activity quality management - assured adherence to procedures and IT security principles, especially from service inductees.
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Time-based SLA's are measured so inaccurately that they are statistically invalid.
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Weak SLA performance.
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Customer updates are sometimes not seen or quickly responded to.
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Missed appointments.
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Activity (ticket progression) is not always journaled.
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Ticket assignment mistakes made by service inductees.
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IT lacks accountability in the service it provides.
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IT lacks accountability in the value it delivers.
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Unfocused employee reviews that serve little purpose.