About Greg Rich

With over 25 years in customer services, Greg co-founded Vivantio with the goal to provide a leading service management solution that puts the focus back on enabling outstanding customer service without being cost or growth restrictive.

How to Set Up Effective Support Ticket Categorization

2019-10-16T18:31:54+00:00

After decades of experience in the service management industry, and having worked with enterprise giants like Toshiba and Porsche, we’ve seen countless ticket categorization structures in practice. We’ve also seen first hand what works, what doesn’t work and why. As you well know, the ITIL framework does address best practices for ticket categorization, however, ITIL doesn’t highlight the elements that are crucial to getting it right.

How to Set Up Effective Support Ticket Categorization2019-10-16T18:31:54+00:00

Weighted Time Left: How This Concept Can Improve Support Ticket Times by 10%

2019-10-08T16:29:33+00:00

This final installment in our A New Approach to Ticket Prioritization series will outline how a weighted approach to prioritizing your ticket system can be applied in practice. In this post, we will look to highlight the success of different weightings and their respective benefits and overall results.

Weighted Time Left: How This Concept Can Improve Support Ticket Times by 10%2019-10-08T16:29:33+00:00

The Problems with ITIL’s Approach to Support Ticket Prioritization

2019-10-16T18:36:52+00:00

This post focuses on the ITIL best practice approach when it comes to the prioritization of tickets; the associated pros and cons of this; and the reality of implementing these in a real-world business environment that puts target resolution time firmly in the spotlight.

The Problems with ITIL’s Approach to Support Ticket Prioritization2019-10-16T18:36:52+00:00