On a day to day basis our attention is consumed by events and incidents to which we react. In response to some of these, we drill down and do root cause analysis to ensure that an incident does not recur. Somehow it does not cross our minds that whilst we are doing the right things, we are only doing so reactively based on what has already happened. We are in a perpetual cycle of fire fighting!
IT Service Desks have a primary responsibility to “Maintain End User Satisfaction with IT Services”. Think of internet banking services: if the end user could not use the service at the time they wished to do so, it would be unacceptable to him/her. The end user never accepts that “we met Service Level Requirements and are therefore performing well.” If the desired service is not available and functionally working, we are simply not meeting end user client requirements.
The foregoing is a dilemma; our service management can never be fast enough and we need to continually find ways to deliver faster without compromising quality of work. Unless we become blazingly fast, the end user client will not only lose faith in us, but in this day and age will be very vocal about it, possibly causing reputational damage to the service provider.