Remove them all

Prioritisation of support activity - the question of "what next?" is answered only by the "here and now" - new and recent tickets, plus any that might be chased.
 

Customer updates - often not seen or promptly responded to.
 

Missed appointments and missed appointment requests.
 

Overall delay and inertia - support requiring successive activities does not flow.
 

Ticket backlog and abandonment - unmanaged & uncontrolled.
 

Premature ticket closure & service failure.
 

​Siloed workload - personal ticket queues are inefficient and vulnerable.
 

Collaboration and teamwork - minimal or lacking.
 

First Contact Resolution - not maximised.
 

Ticket-specific expectations management - weak or non-existent.
 

"Operational Problems" - not identified and removed, so they reoccur.
 

Weak manageability due to rudimentary metrics.
 

Recognition and praise of work well done - lacks requisite information.
 

Employee reviews - unfocused, serving little purpose.
 

Ticket SLA's are measured so inaccurately that they are statistically invalid.
 

Weak ticket SLA performance.
 

IT inductee activity quality management - adherence to procedures and IT security principles is not checked.
 

Inadequate journaling - support activity (ticket progression) is not always logged, harming knowledge management and potential for beneficial AI.
 

Ticket assignment mistakes are not managed.
 

IT lacks accountability for the service it provides.
 

IT lacks accountability for the value it delivers.