Boost Service Desk Performance by Improved Categorization

Categorization has an impact on your service desk performance

The correct categorization of new requests is key to your service desk performance and the support you provide to your customers. Incorrectly categorized incidents will skew your metrics, throw your SLAs times off and impact the real-time performance of your service desk.

Defining the categorization when implementing a service desk software solution and maintaining the classification when a service desk is growing is a challenge for all organizations.

In this document we share our thoughts about how you can organize your service desk tool using categorizations that matches your organization, and supports your SLAs and metrics.

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