Queue Management Analysis (Identify Issues (People (Do people know what…
What does the data tell us?
Create Reports from ITSM
1.Closure rate per person
2.Ticket distribution (load balancing)
3.Aged Ticket Volume
Are they being updated?
Volume / Age
4.Quality of Ticket Information
Are worknotes up to date?
How often are tickets updated?
6.Modules with the highest volume
Identify hotspots - are they adequately resourced?
Tickets closed as 'Not an issue'
Do people know what is expected of them?
Clarity of expectations
Areas of responsibility known?
Are Key Tasks defined?
Sense of purpose
Does the team have a sense of purpose?
How well do team members understand how their work fits into the bigger picture?
Do they have individual goals that map into larger organizational goals?
Are 1:1's conducted?
Who are the Key Stakeholders?
How does it impact them?
How is team morale?
What examples are hurting morale?
Are team processes understood?
Are they all documented?
Are they clearly articulated?
Are they stored centrally?
How often are they reviewed?
Are they current?
How are new processes captured?
What templates exist?
Teams are geographically dispersed
How does the team communicate to each other?
How often are team meetings held?
How does the TL identify available bandwidth?
Quality of supported solution
Does the solution have inherent faults that create more work?
Are there recurring issues?
Outstanding enhancements / fixes?
Patching outdated creating issues?
Is the ITSM tool for purpose?
Is training needed?
Review and drive ticket progress daily
Implement Ops Scrum (Daily)
Forum to escalate roadblocks
Set goals/timeframes and commitment
Increase workload visibility across team
Prioritise workload allocation
Clarity of team member bandwidth/utilisation
Communicate team updates
Gauge Team Bandwidth
Implement 'Fire Risk' bandwidth indicator
Identify resources with bandwidth in realtime
A defined set of bandwidth levels
Identify team member overburden
Assists with ticket load balancing
Opportunity to re-allocate tickets based on changing priorities and team bandwidth
Implement Monthly Team Forums
Acknowledge team member achievements
Team goal setting / progress reviews
Knowledge sharing opportunity
Distribute 'Weekly Wins' Team Newsletter - Wins / Achievements
Acknowledges Team achievements
Fosters team unity / contributes to improved morale
Encourages group discussion
Improve Quality of Comms
Introduce the use of 'Storyboard Comms'
Easy to digest
Simplification of message
Improve Team Member engagement
Implement 1:1's (weekly)
Goal Setting (regular & achievable)
Temperature Gauge (how are they feeling)
Reinforce expectations (clarity)
Implement Skill Matrix and cross training program
Implement Standard Templates