11 Apr 11 11:54
That's an excellent question. First, you won't be able to turn it off like a faucet. It will take some time and a well considered replacement platform to get people to stop. Like Cajuntank said, they still get interrupted. It will never go away, as long as you remain on site. Of course, you can't simply move off site, either.
One thing that you can do is establish some protocol and get the CEO or CTO or CIO to sign off on it. You can have people simply send in email when they need help or have a question or resource request, but try using forms instead. With forms you can control how to information is collected and you may be able to apply a certain level of automation to reduce the amount of time you invest in each issue.
This has a couple of effects. One, when you control what information they can select in the form, you can eliminate the subjects and issues which are not within your scope. Two, the available options in the form help to educate the users on what the IT department supports. Third, your department has a much better workflow to triage issues. You do, however, need to make sure you follow up on all requests. Establishing a consistent and reliable process for managing incoming support requests is crucial to this working and retaining executive support.
As for forms, I suggest Microsoft's InfoPath. You likely already have it, and it's quite flexible.
Hope that helps!
Tyler Regas - Nerd. Writer.