How To Reduce Incident Count
If your company has a Help Desk or Service Desk, you need to do more than record reported incidents. You need to use this data to reduce future incidents. You need to be even more diligent if your company uses a third party (contracting company) to handle your helpdesk. Outside contractors will show a great presentation bragging about how many tickets they handled in a given period. They want to show quantity. You need to reduce the number of tickets, so you will reduce the number of incidents by following my advice below.
Your environment is telling you what is wrong, so you need to “listen.” Which servers are causing repeated issues? Which applications have repeated errors? What complaints do users have?
By analyzing the data, you can find the root cause and then use ITIL processes to determine and execute corrective actions.
Analyze and review the data regularly, and you’ll see your incident count go down. I followed this process with a major financial institution and reduced their Severity 1 incidents from over 100 in a year to 3 – and 2 of the 3 were outside our control.
- Capture the data – hopefully, you’re using something like ServiceDesk Plus (link is below)
- Pareto the data to get top incident causes
- What are your top categories for incidents?
- What are the root causes?
- What are easy fixes?
- What can be automated?
- What can be self-service?
- Rinse and repeat
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