New Solutions Planning

After conducting a thorough analysis of ITSM logs and identifying the top issues, it is advisable to collaborate with the solutions team to determine which solutions to implement in consultation with the Anakage Team. When planning new solutions, it is important to consider the following factors:

The solution’s ability to resolve a significant percentage of IT help desk issues, typically ranging from 0.5% to 1% of annual issues.

1. The discussion and agreement on proper standard operating procedures (SOPs) and solution design.
2. The feasibility of the solution or the performance of feasibility testing.
3. The method of implementing the solutions into production.
4. The proposed solution is not already present in the existing solutions.
5. Analyzing IT Help Desk Logs
6. Objective: To analyze IT help desk logs for the last 3-6 months and identify the top issues to help improve the IT help desk performance.

Steps:

1. Obtain the IT help desk logs for the last 3-6 months from the relevant sources.
2. Analyze the logs using the knowledge gained from this module, paying attention to factors such as incident description, resolution notes, category/sub-category classifications, and prioritization.
3. Validate the results of the log analysis by manually verifying the output and adjusting the results accordingly.
4. Identify the top issues based on the log analysis, taking into account the frequency of occurrence and the severity of the incidents.
5. Prepare a report summarizing the findings, including the top issues and potential solutions.