Results from the HDI 2016 Technical Support Practices & Salary Report say that 56 percent of organizations have a formal problem management process. Yet, 57 percent of organizations saw an increase in ticket volume. Of the 10 percent who saw a decrease in volume, about one-fifth said it was because of problem management.
Problem management is supposed to help identify and remediate the underlying causes of unplanned interruptions (incidents) to services. Why isn’t it more effective? Are organizations “actively managing the process effectively?” one chatter wondered. What would the world look like if problem management were maximized? “No more incidents” said a participant. How? “…apply a permanent fix versus a bandaid” said one chatter.
Read the recap, and ask how your organization does problem management and whether it’s effective.
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Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.