Help Desk Ticket Categories: CREATE Help Desk ticket classification

August 14, 2012 Wayne 15

With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket category classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs an ITIL ticket classification scheme to handle […]

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ITIL Incident Management: Managing Technical Chaos

July 12, 2012 Wayne 5

So what is an Incident Management? ITIL Library states an Incident “is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service.” The goal of ITIL Incident Management is to […]

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