Reducing the amount of problems will reduce the amount of reported incidents

Problem Management can be used to address similar incidents collectively, rather than individually

Importance of implementing self-service technologies

Build trust-relationships with users, so you are not constantly approached by the users even after an incident is submitted

Agenda

Closely monitor the services your IT is providing

If you set the monitoring attribute to alert before the actual problem occurs, then you have a good chance to prevent the problem before it happens (and therefore prevent people from submitting incidents)

Reducing the amount of problems will reduce the amount of reported incidents

Proper implementation of Problem Management can help you identify problems when multiple incidents are submitted on the same issue

Invest time in treating the problem, rather than addressing each incident individually

Problem Management can be used to address similar incidents collectively, rather than individually

Invest in an extensive knowledge base and encourage your users to use it. Adding videos to your KB will make it even more friendlier.

Implement a solution to let users unlock their accounts and reset their password, and encourage them to use this solution (most common incident in most service desks!)

Create scripts for mapping network drive and make them available to users (second most common incident in most service desks!)

Importance of implementing self-service technologies

Q. Why do users keep calling/emailing IT so many times on the same incident?

A. The reason is the uncertainty they feel about whether the incident is being handled

or not.

Build trust-relationships with users

Q. How do you improve your chances of reassuring users?

A1. Let users declare the urgency of their incident and “guide” them towards what types of issues naturally go into the different levels of urgency.

A2. Tell them you got their incident report. Even automated notification can reassure users that someone is looking into it.

Build trust-relationship with users

A3. Be as transparent as you can. If you can reveal to your users more details about the incident (who's working on it, what's the status, etc.), then they will not feel the need to keep asking for status updates.

A4. Declare your SLA. Tell your users when they should expect a solution and make sure to measure whether you have met your commitment.

A5. Measure yourself and periodically share your success stories with the end users.

Build trust-relationship with users