Hi IT Managers,
Throughout my careers I always believe good, better & best support is a mantra to boost up your career in ITSM or service industry.
Lots of blogs are available in clouds on tricks of ITSM development but I can say Tight Inter Department Communication is a key factor of sucess among many.
I observed lack in communication between Tiers formed a Gap between service request and resolution. Ultimately escalations / fire fighting / goodwill drops happened. For an example – ABC user logged a call in service desk helped by IVRS. Calls assigned to respective engineer and engineer attend the call. Now engineer failed to solve and he/she didn’t forward the calls to higher tiers. Call is being pending mode and naturally escalated. Higher tiers excused they don’t know nothing about this. Thus, productivity goes down. We can consider here a communication Gap though we can see improper Service Desk management and review of IT productivity is a cause behind such issue.
Another example – Central IT dept released a new updated patch for security and broadcasted to regional IT Team but not to all. Some of mail IDs was missing in broadcast. Now, see what’s mishap occurred…..Suppose A,B,C,D are 4 zone and A,C,D received the central message about new release note. After one months cracking sound from business came to B regional IT Team regarding some data are missing from their system even most of the system turned to Black (NO DATA).
Actual scenario is this, B team didn’t install latest security patch in their zone bcoz nothing communication they received. Naturally all systems were infected by worm due to non availability of patch.
So, guys these are some instances of detriment factor of poor Inter Department Communication.
Throughout my careers I always believe good, better & best support is a mantra to boost up your career in ITSM or service industry.
Lots of blogs are available in clouds on tricks of ITSM development but I can say Tight Inter Department Communication is a key factor of sucess among many.
I observed lack in communication between Tiers formed a Gap between service request and resolution. Ultimately escalations / fire fighting / goodwill drops happened. For an example – ABC user logged a call in service desk helped by IVRS. Calls assigned to respective engineer and engineer attend the call. Now engineer failed to solve and he/she didn’t forward the calls to higher tiers. Call is being pending mode and naturally escalated. Higher tiers excused they don’t know nothing about this. Thus, productivity goes down. We can consider here a communication Gap though we can see improper Service Desk management and review of IT productivity is a cause behind such issue.
Another example – Central IT dept released a new updated patch for security and broadcasted to regional IT Team but not to all. Some of mail IDs was missing in broadcast. Now, see what’s mishap occurred…..Suppose A,B,C,D are 4 zone and A,C,D received the central message about new release note. After one months cracking sound from business came to B regional IT Team regarding some data are missing from their system even most of the system turned to Black (NO DATA).
Actual scenario is this, B team didn’t install latest security patch in their zone bcoz nothing communication they received. Naturally all systems were infected by worm due to non availability of patch.
So, guys these are some instances of detriment factor of poor Inter Department Communication.
