Strong ticket queue management processes are critical to the success of all other service desk processes. However, more often than not, the root cause of their challenges goes back to the fundamentals. Service Desk and IT leaders who are struggling with low efficiency, high backlogs, missed SLAs, and poor service desk metrics often think they need to hire more resources or get a new ITSM tool with better automation and AI capabilities. Improve Service Desk Ticket Queue Management Strong queue management is the foundation to good customer service Analyst Perspective Secure your foundation before you start renovating. ![]() Ensure everyone who handles tickets is clear on their responsibilities and establish clear ownership and accountability for queue management.Once processes have been defined, identify opportunities to build in automation to improve efficiency. ![]()
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