Question

After implementing the new ITSM solution, the time to process support requests has increased, morale among the support staff has dropped, and end users complaints are increasing - exactly the opposite of what the system promised. Your CIO has asked you to look into the situation and decide if it is a bad solution, it was poorly implemented, or is it an organizational issue. Reviewing a sample of tickets (Incidents) you notice many are reassigned as many as 5 or 6 times before they are resolved. Describe how you approach this issue - who do you talk to, what kind of questions do you ask, and how do you differentiate between solution, implementation, and/or organization.

Answer 1

Answer)

If there is a situation created where the individual resources make such a situation where the end users are complaining.

Then the higher management should set up a meeting and speak to the individual members of the project.

The higher management should take a call to analyze the quality of the ticket provided to the client and also make meetings for training the individuals and make them clear about the domain for resolving such tickets.

Knowledge sharing can be a major issue when considering any issue with the ticket. Without a proper understanding, the ticket resolution can be poor.

The solution is of an individual, the implementation has to be by the infrastructure team and the organization is the one who is held responsible for any issues being faced by the user.

These situations should be taken utmost care and a quality team should be setup to look into the tickets being solved.

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