Sie sind auf Seite 1von 5

1/8/2014

Strategy for Reducing


Ticket Backlog

Mark Copeland

Service Managers’ Responsibilities

 Daily
– Each morning, Service Managers open the SLA Monitor in the ticket system, e-mail
anyone with a ticket that is approaching breach of SLA and ask them to resolve the
issue before the ticket breaches

1
1/8/2014

Service Managers’ Responsibilities (cont.)

 Weekly
– During each Service Manager’s weekly team call, show the team how many tickets
are open and how old they are, and encourage them to close the older tickets as
soon as possible

0-2 3-4 5- 9 10 - 14 15 - 19 20 - 24 25 - 29 30+ # 5+


Days Days Days Days Days Days Days Days Total Days
01-31-13 @ Incident 16 4 4 2 2 2 2 3 35 15
2:25 pm Svc Request 27 1 17 17 7 8 1 13 91 63

02-07-13 @ Incident 12 2 5 3 1 0 1 2 26 12
2:35 pm Svc Request 25 4 29 8 4 12 4 8 94 65

Service Managers’ Responsibilities (cont.)

 Monthly
– Service Managers send a spreadsheet to all members of their teams showing how
many days each of their tickets has been open and ask them to reply with why
tickets older than 5 days are still open

Case Problem Summary Status Created Date Today # Days Open Assigned To Why is Ticket Still Open?

Open-Pending This has been approved but need


18127334 KS Secure Connectivity Documents Customer 1/10/2013 1/31/2013 21 drops ran and power, I could close.
Open-Pending Equipment ordered - waiting on
18132007 Equipment request Vendor 1/14/2013 1/31/2013 17 arrival
Open-Pending Equipment ordered - waiting on
18133594 Cisco IP phone request Vendor 1/15/2013 1/31/2013 16 arrival
Open-Pending
18135385 New laptop order Customer 1/16/2013 1/31/2013 15 This has been ordered.

18136646 Free Cooling PC/Monitor Open - Pending 1/17/2013 1/31/2013 14 Lookin into it user was on vacation
Equipment ordered - waiting on
18138283 New laptop request Open - Assigned 1/18/2013 1/31/2013 13 arrival
Matt Trandel will be transferring from Equipment ordered - waiting on
18138288 the BG plant to NATC Open - Assigned 1/18/2013 1/31/2013 13 arrival
18138550 Monitor faulty Open - Pending 1/18/2013 1/31/2013 13 Resolved
18140135 Problems synchronizing Open - Assigned 1/21/2013 1/31/2013 10 Resolved
18145543 Lost archive folders Open - Assigned 1/24/2013 1/31/2013 7
18147074 need more Ram for usbg6l056 Open - Assigned 1/25/2013 1/31/2013 6
18147429 Cannot print labels correctly Open - Assigned 1/25/2013 1/31/2013 6

2
1/8/2014

Service Managers’ Responsibilities (cont.)

 Overall
– While not responsible for assigning tickets, Service Managers are responsible for
making sure tickets are not left unassigned

Support Analysts’ Responsibilities

 Pending – Customer tickets


– Set a date and time with the user to resolve the request
– If it does not progress because of the lack of user availability, inform the user that
we’ll close the ticket and help him/her when s/he’s ready
– We need to avoid waiting times like: “I’ll let you know when it’s a good time for me
…. “
– After a TBD number of days of trying to contact the user with no response, close the
ticket

 All tickets need to have a note included each time an action is taken by the tech
so management knows where we are with each ticket
 If a temporary resolution gets the user’s problem resolved, close that ticket and
open a service request for the permanent resolution
– Examples – user’s computer dies, s/he gets a loaner and the computer is now being
repaired; a printer is down, users are redirected to a different printer and the faulty
printer is being worked on

3
1/8/2014

What Service Managers Need To Agree On

 Support Analyst must contact user at least one time for three straight business
days before closing a ticket due to inactivity
– Each attempt at contact must be documented in the ticket
– Contact should be a combination of e-mail and voicemail
– Inform the business of the process
– There is a risk that it would upset some users to have their tickets closed
 Tickets with a temporary resolution should be closed and a service request
opened for the permanent solution
– Examples: defective printer, but user is routed to different printer; defective laptop,
but user is given loaner
– This would create two tickets instead of one and we’re trying to reduce the overall
number of tickets
– If the original ticket is changed from an incident to a service request after a
temporary solution is in place, we only have one ticket, but the team doesn’t get
credit for closing an incident within SLA
– The number of backlog incidents would decrease, but the number of backlog service
requests would increase

Action Items for All Service Managers

 Assign all unassigned tickets to a specific team member


 Review our team’s open tickets to understand what’s in the detail and why they
are still open
– Incidents 5+ days
– Service Requests 30+ days
 Get a better understanding of why tickets are in pending status
– What are we waiting on from users and vendors?
 Remind our teams about the differences between incidents and service
requests
 Analyze Open-Pending Vendor tickets
– Identify the vendors we are waiting on
» Do we need to change vendors?
» Do we need to look at an SLA with the vendor?
– Determine if each ticket is truly an incident or if it should be reclassified as a service
request
– If we’re waiting on computers from a vendor, do we have any spare computers
available?; if not, we should have some spares

4
1/8/2014

Action Items for Mark

 Work with Service Desk to produce weekly and monthly reports showing all
open tickets and how many days each ticket has been open for
 Identify teams and sites with the biggest backlogs and figure out how other
Service Managers can help
– Weekly Open Tickets Report

Avg Case
Assigned To Provider Group | Aging 0-2 3-4 5-7 8-9 10-11 12-14 15-30 31-60 60- Sum :
Age:
REXAM Service Desk 5 17 13 2 15 16 11 3 1 83 12.61
IMCE SCM LOGISTICS 6 15 3 3 6 12 8 53 34.64
IMCE ENABLING TECHNOLOGIES 3 1 2 1 6 9 9 31 49.77
IMCE COMMS AND COLLABORATION 3 2 1 3 8 3 9 29 42.86
IMCE SUPPORT NORTH AMERICA 1 7 7 1 7 3 1 1 28 12.86
IMCE SUPPORT EUROPE 1 2 12 3 2 3 2 1 1 26 9.50
IMCE FI APPLICATIONS 2 7 2 1 1 1 3 17 27.65
IMCE SUPPORT EUROPE 2 1 5 3 1 1 2 2 15 11.53
IMCE SUPPORT EUROPE 3 1 1 3 3 4 2 14 16.79
IMCE MANUFACTURING SYSTEMS 1 1 3 2 5 1 13 10.77

Timeline for Action Items

Action Item Responsibility Date Due

Agree on number of days to keep a ticket open if we Service Managers Wednesday, February 13
receive no response from the user
Agree that tickets with a temporary resolution should Service Managers Wednesday, February 13
be closed and a service request opened for the
permanent solution
Work with Service Desk to produce weekly and Mark Friday, February 15
monthly reports
Assign all unassigned tickets to specific team Service Managers Monday, February 18
member
Identify teams and sites with the biggest backlog and Mark Friday, February 22
figure out how other Service Managers can help
Review our team’s open tickets Service Managers Friday, February 22

Remind our teams about the differences between Service Managers Friday, February 22
incidents and service requests
Get a better understanding of why tickets are in Service Managers Friday, February 22
pending status
Analyze Open-Pending Vendor tickets Service Managers Friday, February 22

Follow up to look at progress of Service Managers Mark Wednesday, February 27