Project Description

Whitepaper: Boost Your Service Desk with these New Ticket Prioritization Strategies

The results are in from our recent research where we profiled real-life enterprise and mid-sized service desks to determine how to get the best business value from service desk ticket prioritization. As part of the research project, we:

  • Began with ITIL prioritization best practices
  • Examined multiple weighting scenarios
  • Tested the effect of multiple prioritization algorithms against SLA targets

The results are impressive. We found a new method of prioritizing tickets that improves performance by up to 10%. That’s without adding to your service team and without reducing the total number of tickets – the equivalent of 5 new employees in a team of 50.

Download your free whitepaper for more details about this surprisingly simple discovery.