Problem Management Update

 --Sue Boucher and Steve Sarrica

Last October through the completion of Monica's project titled "Big Bad Wolf," MSIS began officially investing in work using the PROBLEM ticket type utilizing the main  output of that project - the problem management process.  Below are summaries of those efforts.  

Team: Dave Cuevas, Monica Webster, Erik Zempel

Problem: Unknown Core Competencies for Service Desk Agent

Resolution: Service Desk Core Competencies created and incorporated into performance expectations

Team: Dan McClenaghan, Waynard Shreve, Brandon Boucher

Problem: Increase in number of code blues related to return visits

Resolution: Refined imaging workbook and did more communication on use

Team: Roger Burns, Michael Fragale, Gray Carper, Joe Malak, Mike Yockey, John Westfall

Problem: Customers were asking for deeper understanding of excel

Resolution: Created self-help guide that could be shared with customers

Team: Mayumi Yoneta, Jianfeng Wang, Roger Burns, Bon Thomas, Jonathan Komorowski, Erik Zempel, Gray Carper, Tom Bellinson

Problem: Improve communication practices when providing support to speakers of World English

Resolution: Development of strategies that were integrated in Customer Experience 101. Training of Service Desk to use these strategies

Team: Dave Glaser, Jeremy Hallum, Drew Montag, Eric Smith, Javan Thompson

Problem:  Installation of linux software on servers is inconsistent and takes longer than necessary

Resolution: Created a system for building software, storing it in git repositories and using Rundeck to deploy

Team: Monica Webster (Managing to Learn course)

Problem: It is challenging to fulfill customer software requests

Resolution: A complete A3 was done and a project intake was created for this major effort

Team: Erik Zempel, Tony Mignano, Sue McDowell

Problem: Outage notifications were not being properly sent

Resolution: Updated existing processes and performed retraining on these processes

Team: Michael Warden (Managing to Learn course)

Problem: System Administrators are leaving at an unacceptable rate

Resolution: A complete A3 was done on this which resulted  in reforming team roles and workflow and providing the team with more ownership of the workflow

Team: Elaine Lauerman, Jonathan Komorowski, Bon Thomas, Javan Thompson, Jamie Keeley, Charlotta Jared , Susan Topol

Problem: Medical School community want to know who MSIS is and what services they provide

Resolution:  Created a leave behind card that highlights MSIS Services