Remove them all

​Siloed workload - personal ticket queues are inefficient and vulnerable.
 

Collaboration and teamwork - minimal or severely lacking.
 

Ticket-specific expectations management - weak or non-existent.
 

First Contact Resolution - not maximised.
 

Delay and inertia - support requiring successive activities does not flow.
 

Activity prioritisation - the question of "what next?"
 

Backlog - unmanaged / uncontrolled / ticket abandonment.
 

Premature ticket closure & service failure.
 

"Operational Problems" - not identified and removed, so reoccur.
 

Weak manageability due to rudimentary metrics.
 

Recognition and praise of work well done - lacks requisite information.
 

Employee reviews - unfocused, serving little purpose.
 

IT inductee activity quality management - adherence to procedures and IT security principles is not checked.
 

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

Weak ticket SLA performance.
 

Customer updates - sometimes not seen or quickly responded to.
 

Missed appointments and missed appointment requests.
 

Inadequate journaling - support activity (ticket progression) is not always logged, harming knowledge management and potential for beneficial AI.
 

Ticket assignment mistakes - not managed.
 

IT lacks accountability for the service it provides.
 

IT lacks accountability for the value it delivers.