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Input metrics are important because all ticket activity should be journaled

Establish a “maximum work-time” beyond which teamwork or ticket reassignment is expected

Lesson 7 Open Quiz

Before escalating to another support team, ask the question: “Might my team be able to complete this”

Focus on flow: Avoid being “caught-up”; Work as a team

Collaborate and work as a team both ways: Ask for help; Look to help

When assisted by colleagues, show appreciation; Show praise when appropriate

Time-consuming tasks might be operational problems for continual improvement

Identify and inform knowledge and procedural gaps, for continual improvement

Define and closely manage functional roles and responsibilities

Don’t neglect ticket queues of staff who are on leave or unavailable

Be careful not to assign service tickets to staff who are on leave or unavailable

Work closely with new team members throughout their induction, to also protect service quality and IT security

Help inductees understand ticket assignment mistakes

Ensure appointments are met or rearranged beforehand

When raising new service tickets, check asset record accuracy

SUMMARY: 11 ITSSM common difficulties, shortcomings & constraints

Any improvement expected within your team?