How to prevent or reduce the amount of Incident Tickets?

Discussion of any ITIL or related issues that don't fit well into any of the above.
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Tiatiaz
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Posts: 2
Joined: Mon Oct 08, 2012 8:00 pm

Wed Oct 24, 2012 3:57 am

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 :D


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UKVIKING
ITIL Expert
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Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Oct 24, 2012 4:05 am

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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