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.
 

A 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 Problems" reoccur 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.