Improving Your Ticket Categorization Scheme

Improving Your Ticket Categorization Scheme

Aug 23, 2018 – by Paul M. Dooley
HDI Instructor, Auditor and ITIL Expert

What is Ticket Categorization, and why is ticket categorization so important to the success of a support center? 

Ticket categorization is a critical component of several support center processes, namely event management, incident management, problem management and request fulfillment.

For more on how to “Improve Your Ticket Categorization Scheme,” such as ….

  • Why is this an improvement opportunity for many support centers?
  • The Role of Categorization in Process Integration and Performance
  • Approaches to a ticket categorization scheme
  • General steps to follow to create a best-practices ticket categorization scheme
  • Validating your scheme and checking for success

.. read the full article as published in HDI’s SupportWorldhttps://www.thinkhdi.com/library/supportworld/2018/improve-ticket-categorization-scheme.aspx

Regards,

Paul M. Dooley
HDI Instructor, Auditor, ITIL Expert
www.optimalconnections.com

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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