Group Initiatives Problem Statement
It was identified at leading our future that a significant amount of effort is involved in the IT Ticketing process; over the last 12 months 62.8% related to incidents.
In the last 3 months (May ~ July 19) departments across the business raised 954 IT tickets, which sit with “Dev. Ops”. Each required at least a 2nd contact with the member (non first call resolution). Employee spent between 3-12 minutes Per ticket raising and triaging.
– Live Visualisation – Developed lived IT Ticket Tracker against 21 days SLA.
– Standard Template – The team created standard method for raising tickets with Prioritisation system.