Reduce quantity of issues. Having many items requiring support increases the cost and resources necessary for that support. Quantity also means items must be prioritized with many going unresolved for long periods of time. Increase visibility of repetitive problems. By reducing the quantity of issues, we begin to notice problem patterns.
Repetitive problems are symptoms for greater underlying problems.
Too frequently with information system problems, we become so engrossed in putting out the little fires that we do not see a larger threat or opportunity. Use cause and effect analysis to identify root problems. Once you have isolated the pattern, the real work begins. Suppose the problem can be duplicated with consistency. Now fixing the problem is a methodical process that attacks the underlying problem, not just the symptom.