How To Do IT Problem Management

How to do IT Problem Management

IT departments often stumble at the first hurdle with ITIL/ITSM style Problem Management. This can be for a variety of reasons, including:

  • Lack of a Problem Management module in their ITSM/Service Desk toolset.
  • Lack of ownership.
  • Lack of faith in the value of Problem Management.
  • Biting off more than they can chew.
  • Not knowing where to start.

Not every IT department has the resources to go 100% at Problem Management from the outset. But there are ways to address all of the above and start down the path of Problem Management without having to do vast amounts of work. Read on to find out how.

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9 Ways To Reduce IT Incidents

9 ways to reduce IT incidents

Every time there’s an IT incident, no matter how big or small, there’s an impact on business productivity and on IT’s reputation. I’m therefore a big believer in the mantra that the best way to improve IT support is to reduce the need for support in the first place. By pro-actively reducing incident volumes, you increase customer satisfaction with IT services, reduce support costs, and free-up IT staff to do work that’s more rewarding than firefighting.

So, what can you do to reduce IT incident volumes?

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7 Ways To Clear A Backlog Of Service Desk Tickets

7 ways to clear a backlog of Service Desk tickets

How can I clear a backlog of Service Desk tickets without overtime?

This is a good question faced by many Service Desk Managers. How do you reduce or clear a backlog when you cannot simply throw more resources at it?

Here’s some approaches that have worked for me in the past and that can be mixed and matched as appropriate to your organisation:

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