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ITIL :: View topic - How to prevent or reduce the amount of Incident Tickets?
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How to prevent or reduce the amount of Incident Tickets?

 
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Tiatiaz
Newbie
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Joined: Oct 09, 2012
Posts: 2

PostPosted: Wed Oct 24, 2012 5:57 pm    Post subject: How to prevent or reduce the amount of Incident Tickets? Reply with quote

Hello there,
I am quite new about the Incidents occuring in my ITSM Centre.
It is a small centre which consists of 10 workers (1st Level Support & 2nd Level Support). We are handling a school of around 1000 students.

However, i would like to know how does other company in the outside world PREVENT or REDUCE the amount of Incident Tickets from increasing?

Sorry if you guys do not understand my post.

Thank you Very Happy
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Wed Oct 24, 2012 6:05 pm    Post subject: Reply with quote

Tiatiaz

The only way to reduce the number of incident is to shut down all IT Equipment period. That way no further incidents occur.

Now, in order to get less stupid Incidents / Requests where your team go ... what ?? or huh ?

You need to have a FAQ (Frequently Asked Questions)
You need to have self service capability for the users

You can also restrict the individuals who can raise requests and incidents.

Hopefully this helps
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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