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Red Wall & Stairs

 21 Common Issues 

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.

  • Absent Expectations Management.

  • First Contact Resolution capability isn't maximised.

  • Service Desk 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 Problemsreoccur because they are not identified and removed, for instance inadequate documentation and task difficulties.

  • Weak manageability due to rudimentary metrics.

  • Lacking information for recognition and praise of 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 and missed appointment requests.

  • Activity (ticket progression) is not always journaled, worsening status knowledge.

  • Unmanaged 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.

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