In most organisations where performance is measured, the numbers are what matter. The number of tickets resolved, the number of telephone calls taken, the number of drinks packed etc. Numbers. This must stem from the age old ideology that quantity eventually translates to the bottom line.

However, I am inclined to think that while speed of of the essence, in service delivery scenarios, solving one problem with an over the top level of attention to detail, unique customer service and proper documentation of the problem and solution can have more serious impact on the growth of the organization in the long run.

A Support Personnel who resolves five tickets a day communicating (or attempting to communicate) via ticking tools or email may not make as much impact on the customer as alone who takes time to call the customer, provide feedback on progress, document steps taken to fix the problem and eventually ensures that the ticket is actually closed.

We all expect to be treated specially when we visit restaurants, banking halls or even when we place a request on an online tool. But we find it difficult to deliver the level of service we expect when we are sitting on the other side of the counter. This needs to be reexamined.

Bringing it all home to the IT Person, I do think that resolving one high impact ticket a day with an intense level of attention to detail resulting in permanent closure, sound customer service resulting in an excellent perception of IT and professional documentation that results in much shorter MTTR will be of more benefit to the organisation that just counting numbers.