USU study on IT support: The art of reporting incidents

How well do IT departments inform users?

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A central incident in IT concerns many employees in the company. First of all, it concerns all users that are afflicted by the incident and who start finding the fault and its reason. And secondly, the employees in IT support who have to deal with the calls and tickets of the afflicted users.

Large-scale disruptions may not be avoided completely. However, the situation can be made less stressful both for the user and for the IT support if the IT department actively informs users when it becomes aware of a new incident or is due to carry out maintenance work. This study looks at the extent to which this occurs nowadays and whether or not it's done successful. The results are based on an online survey with 400 persons from various departments and from the IT support.