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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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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MikkoH
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Wed Dec 19, 2012 2:17 am

Hi, I won't go into full ITIL here, but rather try to help, if you want to do it strictly by the book, you'll need Incident management, Problem Management, possibly Change as well, not to mention CSI, but in a nutshell:

Start by removing the cause of the incidents in the first place. See if there is an incident that repeats often (Problem), then find out if this incident is something that can be resolved permanently or if it's something like installation details for a software, maybe have some sort of self-help available, if the reason is lag or drop-outs or something similar, do collect the data and show it to whoever is in charge of requisitions (Request For Change)
Mikko Hellemaa
Support Specialist
Indeo Oy
Finland
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UKVIKING
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Wed Dec 19, 2012 3:33 am

Tiatiaz

TO add to Mikkoh's post, the only way to prevent incidents.. is shut all fo the systems down. box them up and then shut down the org

However, since you cant really do that, you should do the following

1 - to keep the students from mucking with the computers, have good profiles with good restrictive policies
2 - make sure that there is no single points of failures
3 - set the monitoring correct

To be honest, you cant really prevent incidents, it is like trying to stop the tides...
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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LizGallacher
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Thu Jan 24, 2013 2:28 pm

Simple answer - imlement problem management and CSI
Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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