Local Government Improves IT Operational Efficiency and Effectiveness

Although Baw Baw Shire Council IT Team had an incident management system, they did not have an up-to-date, internal Frequently Asked Questions (FAQ) page to direct users to proper channels when reporting incidents. All types of user requests were placed in the same queue, making it difficult for IT engineers to distinguish between incident case types and to prioritize workload. This resulted in a backlog of 230 incident cases, with some being open for long periods of time. The team needed to find a way to reduce the backlog, meet new demands, and take full advantage of the resources. Baw Baw Shire Council engaged Microsoft Services to develop best practices for its IT operations.