Best Practice (Good)
Foster open communication between User Support staff and teams related to application development, network administration and IT procurement. Encourage Support staff to communicate the common, recurring issues that they encounter in hopes of correcting them at the source (i.e., application structure, network architecture, hardware performance).
Typical Practice (Bad)
Have IT User Support and Services staff members solve common, recurring issues as they arise. Little or no effort is devoted to solving these problems on a long term basis. Application Development, Network Adminstration and IT Procurement team members have little or no communication with front-line IT Support staff.
Benefits: By encouraging IT teams to work collaboratively to identify and correct the root causes of recurring issues, IT support capacity is freed up to tackle more high-value support work, and customer satisfaction is boosted.