10 reasons IT support teams struggle

An IT Service Desk and other support teams usually work in a natural way that lacks sufficient structure.

Here's 10 reasons for this being undesirable:

1. While support teams generally respond quite quickly to new service tickets, if it then needs to remain open, it might dwindle and age, never reaching a satisfactory conclusion.

2. When a service recipient provides an update, usually by email, this might not be noticed and acted upon, meaning the recipient is ignored and service might fail to be provided at all.

3. Reliance is primarily on individuals, not teams but collective, collaborative working has many advantages.

4. Personal ticket queues might not be managed during periods of leave.

5. Support teams might use either generic ticket queues, or Dashboards that don't greatly assist workload prioritisation.

6. Managers usually lack useful workload overview, making it difficult to provide direction on where to focus team work activity.

7. Managers usually lack work activity insight, making it difficult to identify where things should have been done differently and leaving team members working largely independently.

8. It's a steep learning curve for many new Service Desk staff, so frequent mistakes might be made.

9. Resolution SLA target time is usually unrealistically long and the target regularly breaches.

10. Open ticket volume might be too high and often rising.


This is because the three P's of optimal service delivery haven't been found.

These are:

1. Enhanced prioritisation.

2. Smart workload presentation.

3. Motivation through holistic personal performance management.

There's a fourth element that will also make a big difference to how service is provided. That is, teamwork.

The three P's and teamwork are outputs of the Service Focus Framework, bringing efficiency and control to IT support.

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