Improve Incident management (Jira)
Better Ticket Documentation
Review and corrective action on Aging of tickets
Capture Voice of Customer
Identify Improvement areas
Process Changes – Apply Lean
Mandate RCCA comments for closed tickets
Maintain Database and Prioritize ‘Maximum Impact’ RCCA
RCCA Report-outs
Cost Reduction YoY with no change in Capacity
Baseline the number of tickets at project kick-off
Re-baseline every end of Qtr.
Incorrect ticket closures
Application Stability
Team will analyze the batch process and look at the opportunity of Process improvements
Reduction of the run time of batch will reduce mainframe utilization
Post Facto Review –OC team can inspect/Review for code changes already moved to further reduce the risk of having bad code in production
Evaluate trend based on Historical Data
Projections start in the second month of the Qtr.
Pool of resources
Monthly meeting on capacity loading
Quarterly meeting for capacity adjustments
Second month of the quarter Load shadow resources
Induct incremental resources