Our weekly Issues List is dominated by minor IT glitches and software complaints that should be handled by a help desk, which wastes our ninety-minute pulse on IT support rather than leadership-level business execution. How do we filter out these low-level tech grievances before they reach the Level 10 Meeting™?

Question

Tyler Smith · Accepted Answer

Your Level 10 Meeting™ Issues List is reserved for leadership-level blockages that affect your company's Rocks, financials, or overall strategy. It is not an IT support queue or a general complaint box.

To filter out this noise, you must establish an operational filter for what makes it onto the weekly pulse.

First, teach your team the difference between a task, an IT ticket, and an EOS® issue. An issue is a barrier to achieving your V/TO® goals. A broken printer or a software login error is a tactical task that should be routed to your internal IT support or departmental manager.

Second, enforce a rule that no issue can be logged on the leadership team's list unless it has already been attempted to be solved at a lower level first. If a leader brings a minor software glitch to the meeting, the facilitator should ask: 'Did you submit a support ticket first?' If the answer is no, remove the item immediately.

Third, use your departmental Level 10 Meetings™ to catch these items. Many technical glitches can be solved at the departmental level, leaving the leadership team to focus on the systematic process issues that cause the glitches in the first place.