Improve Service Desk Ticket Intake

Stop settling for “good enough.”


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The enterprise IT industry is giving users what they want. It will not be long before service desks are held to the same standard:

  • Voice isn’t going away any time soon, but users are becoming accustomed to messaging and self-service.
  • Mobile devices, teleworking, and SaaS are creating increasingly complex tickets.
  • Complicated phone menus, unintuitive web portals, and non-empowered agents will always torpedo end-user satisfaction.

Enable your service desk to provide quality and consistent customer service:

  • Identify two or three channels.
  • Optimize these channels.
  • Streamline ticket intake.
  • Make gradual changes with a continual service improvement practice.

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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.
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