Too Much Work / Understaffing
Issue: The feeling of overwork in the IT support group is pernicious, threatening motivation, work quality and ultimately the very business of the host company. If the work will never get done, priorities have to be drawn and the service rationed. Providers come under increasing pressure and ‘he who shouts loudest’ can prevail over genuine need. This is the worst, most destructive kind of chaos.
Approach: The reactive nature of IT support can make the problem look much worse than it actually is - if you can’t get something finished before being interrupted again, unfinished work piles up. You need three tools; measurement, to establish what’s real; this gives you perspective to see what strategic decisions are needed; and organisation to defeat the workload and prevent future build-ups.
I can help: I can show you what and how to measure (even if the stats from your software are unhelpful), how to make decisions based on it and if necessary, how to make a serious financial case for increased headcount. I can also show you how to organise your way through this workload, so you’re in control.