We have all heard that a large majority of incidents are generated by changes but what about the escalations that are coming in as a result of a change which is underway. For example someone calls in and they are unable to access application X. in the initial check you identify that they can’t access the application because there is a scheduled outage underway. Be careful how you communicate this to them. We don’t want to belittle them, but we want to understand why they were not aware. It could be that they simply did not see any communication OR that they did not get the communication in the first place. This information should be shared with the manager of the service desk as well as any pertinent service management teams such as change management.