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Understanding what constitutes a particular severity level is essential in scenarios where users assign their own severity rankings. Don't let first-come-first-served prioritization become policy. Download this help desk triage policy to align IT with business needs, ensure higher quality and timelier customer service, and to manage end-user expectations.
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1 Comment
This is a good compliment to our Service Catalog for end-users and I can use it to foster greater support from internal support staff.
Thanks.