Improve Service Desk Ticket Intake

Stop settling for “good enough.”

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Customers expect a consumer experience with IT. It won’t be long until this expectation expands to IT service support.
Messaging and threads are becoming central to how businesses organize information and conversations, but voice isn’t going away. It is still by far people’s favorite channel.
Tickets are becoming more complicated. BYOD, telework, and SaaS products present a perfect storm.
Traditional service metrics are not made for self service. Your mean-time-to-resolve will increase and first-contact resolution will decrease.

Our Advice

Critical Insight

Bring the service desk to the people. Select channels that are most familiar to your users, and make it as easy possible to talk to a human.
Integrate channels. Users should have a consistent experience, and technicians should know user history.
Don’t forget the human aspect. People aren’t always good with technology. Allow them to contact a person if they are struggling.

Impact and Result

Define which channels will be prioritized.
Identify improvements to these channels based on best practices and our members’ experiences.
Streamline your ticket intake process to remove unnecessary steps.
Prioritize improvements based on their value. Implement a set of improvements every quarter.

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should improve your ticket intake, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

Improve Service Desk Ticket Intake – Executive Brief

1. Define and prioritize ticket channels

Align your improvements with business goals and the shift-left strategy.

2. Improve ticket channels

Record potential improvements in your CSI Register, as you review best practices for each channel.

3. Define next steps

Streamline your ticket intake process and prioritize opportunities for improvement.

Guided Implementations

This guided implementation is an eight call advisory process.

Guided Implementation #1 - Define and prioritize channels

Call #1 - Identify criteria for optimization.

Call #2 - Discuss goals for ticket intake.

Guided Implementation #2 - Improve ticket channels

Call #1 - Identify improvements to voice and self-service channels.

Call #2 - Improve analysts’ knowledge of users and the environment.

Call #3 - Identify improvements to additional channels.

Guided Implementation #3 - Define next steps

Call #1 - Map out your ticket intake processes.

Call #2 - Identify opportunities to streamline ticket intake.

Call #3 - Discuss tools for prioritizing improvements.

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Optimize Ticket Channels

The Purpose

Brainstorm improvements to your systems and processes that will help you optimize.

Key Benefits Achieved

Develop a single point of contact.
Reduce the time before a technician can start productively working on a ticket.
Enable Tier 1 and end users to complete more tickets.

Activities

Outputs

1.1

Prioritize channels for improvement.

1.2

Optimize the voice channel.

Action items to improve the voice channel.

1.3

Identify improvements for self service.

Populated CSI Register for self-service channels.

1.4

Improve Tier 1 agents’ access to information.

Identified action items for the knowledgebase.

1.5

Optimize supplementary ticket channels.

Populated CSI Register for additional ticket channels.

Module 2: Streamline Ticket Intake

The Purpose

Create long-term growth by taking a sustainable approach to improvements.

Key Benefits Achieved

Streamline your overall ticket intake process for incidents and service requests.

Activities

Outputs

2.1

Map out the incident intake processes.

2.2

Identify opportunities to streamline the incident workflow.

Streamlined incident intake process.

2.3

Map out the request processes.

2.4

Identify opportunities to streamline the request workflow.

Streamlined request intake process.
Populated CSI Register for request intake.

After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.