When working with companies on problem management initiatives, I rarely see organizations regularly reviewing Service Desk calls as part of their problem management process. I’m referring to call trends by category, department, and end user.
Some organizations believe they capture this information in their normal trending reports and it may be true however, a deeper analysis of calls closed at first level usually reveals trends which may not point to a problem that IT is directly responsible for resolving.
Quite often, patterns emerge relating to difficulties with business process or end users that have not been adequately trained. While IT should focus on problems in the IT environment, consideration should be given to surfacing problems that are the result of business process and training issues. These issues are ultimately affecting the IT organization and potentially, they are affecting the business’s perception of the IT team.
Identifying trends relating to business process and training and discussing them with the appropriate business area will benefit all parties involved. It starts a dialogue regarding how IT and the business can work together to improve efficiency and effectiveness.
Problem management is charged with determining the underlying root cause of incidents. Business process and training issues may be causing unnecessary stress on IT resources. While IT cannot resolve these issues, we have a responsibility to surface these issues with the business as part of problem management. After all, the business process and training issues are the underlying root cause of calls (incidents) resolved by the Service Desk.
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