March 2009 - Reducing Incidents: 3-2-1-0 Approach

This document outlines a 3-2-1-0 continuous improvement initiative to reduce IT incidents and support costs. The approach aims to move resolution of incidents and requests closer to the customer by eliminating unnecessary items, empowering self-service, and expanding the service desk's capabilities. Key steps include identifying improvement opportunities, assessing where resolution can be handled, ensuring proper knowledge, training, and measurement, and implementing changes through clear communications and project management. Initial results saw reductions in incident volume, improved customer satisfaction, and faster resolution times.