Incident management: train users as much as you train your help-desk crew

Give one of those to everyone at your company before letting them contact your Service Desk

Setting incident management, at a higher or lower maturity level, in an organization, is the only way to try to keep the sanity of the IT crew. Besides the effort needed to get Service Desk (SD) personnel committed to do a perfect by-the-book management of their incidents and requests, efforts must also focus on training users on how to contact the SD and place their requests; the way I see it, it’s needed not just to make the management of their requests faster, more efficient, eliminating the need of being constantly contacted by technicians asking questions relative to the incident because of poor information supplied to the SD; it’s also needed because they must be responsible on their relationship with technology they work with and with the SD and, in the end, the way they use and take profit of the means the company puts at their disposal to reach the business goals (a goal shared with IT, of course).

A practical case, after the jump…

Read the rest of this entry »