Remove them all

​Workload silos: personal ticket queues are vulnerable and inefficient.
 

Lack of collaboration and teamwork.
 

Absent Expectations Management.
 

First Contact Resolution is not maximised.
 

Activity does not always flow, harming performance and service experience.
 

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.
 

Unfocused employee reviews that serve little purpose.
 

Activity quality management - assured adherence to procedures and IT security principles, especially from service inductees.
 

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

Weak ticket SLA performance.
 

Customer updates are sometimes not seen or quickly responded to.
 

Missed appointments and missed appointment requests.
 

Support activity (ticket progression) is not always journaled, harming knowledge management and potential for beneficial AI.
 

Ticket assignment mistakes made by service inductees are not managed.
 

IT lacks accountability in the service it provides.
 

IT lacks accountability in the value it delivers.