Cluster the repeat issues
Turn ticket history into a view of recurring causes.
LIDITECH · UK & EUROPE
Managed Application Services
Managed application services that aim to reduce recurring problems rather than simply process more tickets.
THE PROBLEM
What is really going wrong
A support function can look busy and still leave users experiencing the same failures every week. Ticket volume is an input; the useful outcome is a quieter service.
OUR APPROACH
How Liditech solves it
Select each step to see how we would move the work forward without turning it into a larger programme than necessary.
Fix monitoring before escalation
Make alerts useful enough to identify the service and owner involved.
Move causes into engineering
Treat repeat incidents as product or platform work, not permanent support demand.
Measure whether the estate is quieter
Track recurrence and time lost, not only ticket closure.
WHAT WE EXAMINE
What we look at first
- Recurring incidents and defect ageing
- Monitoring gaps and noisy alerts
- Release-related failures and ownership
- Escalation paths between product, platform and suppliers
WHAT YOU RECEIVE
Useful outputs, not shelfware.
We keep deliverables tied to decisions, delivery and ownership. The exact format changes with the workstream; these are the outputs we would expect to leave behind.
01
Recurring-incident analysis
02
Root-cause improvement backlog
03
Support ownership and monitoring plan
WHERE WE FIT
We do not need to replace your existing team to be useful.
Bring us in when ticket volume stays high, the same faults return or ownership between suppliers and internal teams is unclear.
TALK TO LIDITECH
Tell us what is getting in the way.
The current problem, the outcome you need and what cannot be disrupted are enough to start.