ITSM addresses the efficiency of your service desk and company. Using a service management tool helps leaders manage various aspects of service and benefit from an effective ITSM framework. Here's how.
Regardless of the service department, employees should be confident the right agent is handling their issue. A service catalog is used to educate an end-user on service delivery items such as service description, SLAs, and cost.
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.
Businesses today need to capitalize on the valuable business intelligence held within their business systems to ensure their long-term survival. Failure to do so when your competitors are, will see your business struggle to compete in its sector or achieve sustainable growth.
Learn about ITIL best practice when it comes to the prioritization of tickets, the associated pros and cons and the reality of implementing these in a real-world business environment that focuses on target resolution time
September 1, 2014
5 min. read
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