Articles by Wayne

ITIL Priority Matrix

7 Steps to Create an ITIL Priority Matrix

May 7, 2024 Wayne 0

Creating an Information Technology Infrastructure Library or ITIL priority matrix involves several steps that help organizations categorize and prioritize incidents and requests. The ITIL priority matrix is based on their impact and urgency. This ITIL priority matrix is crucial for efficient IT service management, ensuring that resources are allocated effectively to address the most critical issues first. Here are the 7 steps to create an ITIL priority matrix. Since the Help Desk and IT department […]

5 Ways to Reduce the Operational Costs of the Help Desk

5 Ways to Reduce the Operational Costs of the Help Desk

April 29, 2024 Wayne 0

In today’s competitive business environment, Help Desk teams are essential for ensuring smooth IT operations and user satisfaction. However, managing costs while maintaining service quality can be challenging. Here are 5 ways to reduce the operational costs of a Help Desk using effective process improvements. The goal of these 5 ways to reduce the operational costs of a Help Desk is to lower a Help Desk team’s per-ticket costs. Help Desk operational costs definition The […]

The 7 Effects of Remote Work on IT Help Desks

The 7 Effects of Remote Work on IT Help Desks

April 27, 2024 Wayne 0

The shift to remote work has profoundly altered the landscape of nearly every industry, but perhaps none more so than IT support. The IT help desk, traditionally having a centralized hub addressing company-wide tech issues, has also had to adapt. IT Help Desks must now provide effective remote support in a distributed work environment. This article delves into the 7 effects of remote work on IT Help Desks. We will learn how remote work has […]

customer satisfaction survey

What is a Help Desk Customer Satisfaction Survey?

March 26, 2024 Wayne 0

A Help Desk Customer Satisfaction Survey is a tool that organizations use to gauge the satisfaction level of their customers or users with the support services that their help desk provides. These customer satisfaction surveys typically consist of questions related to the user’s experience, including the quality of service received, the professionalism and knowledge of the support staff, the speed of resolution, and the overall satisfaction with the help desk service. By collecting feedback directly […]

AI Data Centers require as much as one gigawatt of energy

March 26, 2024 Wayne 0

The future of AI data centers is not just a matter of technological advancement but also of energy innovation and sustainability. The energy demands are immense as these facilities become the backbone of the digital economy, powering everything from cloud storage solutions to advanced AI computations. It is estimated that powering AI data centers can require as much as one gigawatt of energy, equivalent to the output of a nuclear power plant. This comparison is […]

How to start and run an RV rental business

How to start and run an RV rental business

December 7, 2023 Wayne 0

Are you looking for a way to make extra money? Would you like to be your own boss? Consider starting an RV rental business. You can make twenty, thirty, or forty thousand dollars annually for each RV in your rental fleet. All you need is one RV to start. My wife and I started an RV rental business, and you can too. RV rental business definition The average RV owner uses their RV only 20 […]

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12 Artificial Intelligence Steps for IT Support Ticket AI Automation

September 9, 2023 Wayne 0

Implementing IT support ticket AI automation using Artificial Intelligence (AI) can significantly enhance the efficiency of your IT support team. Read our guide on How AI works. Implementing IT Support Ticket AI Automation drives efficiencies using AI can reduce response times and improve user satisfaction. Here are the 12 high-level steps for implementing IT support ticket automation. 1. Understand Your Needs Conduct a thorough assessment of your current support ticketing process. You need to document […]

IT support ticket automation

IT Support Ticket Automation: Using AI for Ticket Categories

September 7, 2023 Wayne 0

Can IT support ticket automation be used to categorize IT support tickets based on keywords or patterns? Many modern IT support ticketing tools come with features that can automatically categorize tickets based on keywords, patterns, or even more advanced methods such as machine learning. Read the 12 Artificial Intelligence Steps for IT Support Ticket AI Automation. Here’s how IT Support Ticket Automation works: Keyword-based Rules – Administrators can set up rules in the ticketing system […]

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What is a Help Desk Resolution Category Scheme?

September 5, 2023 Wayne 0

A Help Desk Resolution Category Scheme is a framework for systematically classifying the solutions or resolutions provided for various issues or service requests that come through a Help Desk system. Just like ticket classification schemes categorize incoming issues, a resolution category scheme organizes the types of solutions applied to those issues. The 7 reasons Help Desk resolution categories are useful. 1. Standardized Reporting With a structured scheme, producing standardized reports about the resolutions provided most […]

IT Ticket Categorization versus IT Ticket Classification

IT Ticket Categorization versus IT Ticket Classification

September 4, 2023 Wayne 0

Is there a difference between IT Ticket Categorization and IT Ticket Classification? You may see and hear these similar terms in Wayne Schlicht’s Help Desk Ticket Categories book, on the Help Desk Management website, and in the Help Desk Management videos. The terms “categorization” and “classification” in the context of IT ticketing systems are often used interchangeably. Still, they can also be interpreted to mean slightly different things, depending on the organizational context and the […]