r/ITdept • u/MeriticulousOne • 25d ago

How much of your L1 queue is stuff that shouldn't even need a human

Been staring at our L1 queue lately and honestly a good chunk of it is password resets, access requests, how do I connect to the vpn again, stuff that feels like it shouldn't need a person typing a response every time. But everytime we try to automate any of it, it either breaks on some edge case or nobody actually uses the self service option we built for it.

Curious what everyone else's queue looks like... has anyone actually gotten people to use self service, what made it stick?

1 Upvotes

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5

u/ccchhannn 25d ago

password resets alone are probably 20% of our queue it's infuriating because the self service portal has existed for two years. people just don't think to use it when they're locked out and panicking

3

u/AcanthisittaGold5420 24d ago

We built a whole self service knowledge base and adoption was basically zero until we started surfacing it inside the tools people already use instead of making them go find a seperate portal. once it showed up where they were already working, usage actually went up. before that it was just a link nobody clicked

1

u/pnjtony 24d ago

Do you have any proactive notifications for password expiration?

1

u/BothAd1744 24d ago

feel like every "self service" push eventually just becomes another channel people ignore. the real fix isn't the tool, it's that people don't trust self service to actually work so they go straight to a human out of habit

1

u/syninthecity 24d ago

you like job security right?

1

u/macncoke 24d ago

If printers didn't exist....