Every time there's an IT incident , there's an impact on IT's resources and on IT's reputation. 2nd level support gets involved, managers get involved (when there's a problem or there's an escalation) and, no matter how you look at it, the customer (whether external or internal) feels the impact.

Every incident carries the risk of IT's reputation being eroded and confidence in IT being lost. The best way to improve the support you provide to your customer is…to reduce the need to provide support in the first place. By proactively reducing the number of incidents experienced each month, the IT department can increase customer satisfaction and reduce its support costs at the same time.