But this makes it difficult and delayed the support processes, as it is missing due to lack of structured and fast access to knowledge on helpful tips or earlier solutions need to be developed even again. 4. There are no clearly defined performance objectives: technical problems impeding the workflow of employees or create even errors in business processes. This alone requires that the faults will be remedied as soon as possible. However lacks a power control, for example, about key performance indicators and reports, significant economic disadvantages in the business operation of the company arise. At the same time, inaccurate or not consistently lived performance and quality targets, but also prevent creating an efficient self-image within the support organization. 5.
Insufficient or excessive tool usage: order with a Maximum efficiency to work and automated as far as possible to eliminate IT problems, modern tools are necessary. However, an insufficient tool equipment as well as an overhead of tools hindered the goal of economically support processes. Because in one case produced a high manual effort in the problem solving, while lost again in the other case the benefits through resource requirements for the handling and administration of the tools. Also too complicated to use tools suggest a higher advantage than can actually be generated. 6. Too little available self-service: Today’s users grows into increasingly on consumer technologies in information technology. This ability should not be wasted, but relieve the support. However, this requires a focus on self-service, which assist the user in the independent solution of technical problems and gradually be extended. Therefore, not only a shift is made by tasks to the users, but by they are directly involved in the support process, growing their acceptance for IT in the company.