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" reoccur because they are not identified and removed, for instance inadequate documentation and task difficulties.
 

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.