im having a hard time bringing our local Helpdesk system up to standards. Among other stuff, i cant get our local techs to write resolutions into tickets- simple laziness or not understanding the concept of purpose. Can you please let me know how should i "motivate" them, to get them into custom of writing resolutions..?
Im looking for more constructive way.. firing people is the extreme case. I would have to hire a new kid, train him, coach him, bring him up to speed.. in the end, it would not have the same effect then somehow motivate a person, who has a great knowledge about our infrastructure and application portfolio. Dont you think..?
I looking for a way how to increase an awareness of importance following the Helpdesk SOP. Can you help me with that one..?
Joined: Sep 16, 2006 Posts: 3582 Location: London, UK
Posted: Tue Apr 30, 2013 5:34 pm Post subject:
Well.. if firing is a LAST resort.....sigh
Get senior mgmt buyin on the SOP
Once done, do a training session with all staff stating that the SOP is to be followed
Indicate as per senior mgmt.. job impact - raises, good evaluations etc
Give a month or so for the teams to adjust their work habits
Then start auditing the tickets
you could do it yourself or write a reverse SOP guide as to what should be in the ticket - each type - system, network etc
Then do a hand ful in the second or third month
re-convene meeting and show good bad and marginal tickets
then assign one person a week per team whose sole job is to audit / police the tickets for that week (or previous).
rotate that assignment to all of the team members
carrots - training courses for those whose tickets are consistantly well
stick - firing, raises, good eval _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Tue May 14, 2013 1:23 pm Post subject:
1) full support from your management level to you.
2) conduct the training with your team again if it's already done before.
3) share with them the benefit and the negative impact on if they don't follow the process, e.g. low performance rate at the end of the year.
4) do audit on a daily basis for the first 6 months and then weekly for the next 6 months.
5) expose those who always offend the processes and rules and give them warning.
6) move them out of the team if they refuse to follow. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
Add a additional field "Solutions" or "resolution" in your ticketing system . The ticket cannot be closed without entering the steps taken to resolve. If might say, what if they scribble irrelevant. Here an coutinous audit of the tickets is reqiored and there can be a metric defined in the score card for the same.
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