Congratulations, You've Inherited a Management Tool! Now What?
You will see improvements in customer satisfaction as well. Usually, having a centralized awareness of tickets improves IT responsiveness noticeably. As less users call directly into IT and begin to use the system they get better support.
You may have to get staff to use the tools by changing job descriptions, compensation plans and bonus formulas. Be wary as well, some staff members may claim the system slows them down and actually reduces the quality of service you deliver. Dont buy that one for a minute.
Gaining control over your reactive support processes has major benefits that will outlast any tool. Aside from gaining control over your staff (hey, dont they work for you?) you will be building a powerful asset. You are building a knowledge base.
Knowledge is the key to success in IT support and delivery. Making the right decisions at the right time is better than being lucky. As your team uses the tool for ticketing, you begin to capture knowledge. What only one technician knew is now available for anyone in IT. What took hours to resolve the first time might take minutes the second time.
Over time, improve ticket documentation and begin to include summaries of key outages. These are called known-error. Include the symptoms, hardware and software involved, configuration settings, tests performed as so on.
After a while, evolve to producing major problem reviews (MPR). Track the entire history of a significant event from start to finish. The purpose of the MPR is learning, not punishment. Establish a culture where failure is accepted and treated as a learning experience. The MPR seeks to understand what was done right, what was done wrong, what could be done better next time, and how to prevent the event from occurring again. Then link these records to tickets in the system by:
You have just created a powerful support tool that has the potential make your least skilled worker deliver results on par with your most skilled worker. Of course, the side benefit is a reduction in dependency on key individuals, as well. By creating a knowledgebase you are setting the stage for change management.