114. David Stewart - Breaking Free from Ticket Queue Silos

2024-06-20

If your decisions or work impact the way IT support tickets are managed in your workplace, then this episode is for you. In this episode, David Stewart goes into depths of what his experience in IT has taught him about weaknesses in the current way of dealing with support tickets. He addresses the constraints of ticket queue silos, the challenges of prioritization, and the need for an improved approach to support ticket management. David introduces the concept of activity prioritization, which emphasizes the activity and...

If your decisions or work impact the way IT support tickets are managed in your workplace, then this episode is for you.

In this episode, David Stewart goes into depths of what his experience in IT has taught him about weaknesses in the current way of dealing with support tickets.

He addresses the constraints of ticket queue silos, the challenges of prioritization, and the need for an improved approach to support ticket management.

David introduces the concept of activity prioritization, which emphasizes the activity and progress of tickets rather than merely the number of tickets closed.

He also explains the significance of meaningful statuses and progression thresholds in guiding ticket management. The conversation underscores the benefits of this approach for both support teams and end users.

Takeaways

Ticket queue silos are a major constraint in IT support, as tickets are usually assigned to individual team members, creating silos of responsibility.
Activity prioritization, which focuses on the activity and progress of tickets, rather than just the number of tickets closed, can improve support team efficiency and effectiveness.
Meaningful statuses and progression thresholds provide guidance for ticket management and help prioritize tickets based on urgency and importance.
Implementing a structured and consistent approach to support ticket management can improve the end user experience and ensure timely resolution of support needs.

To get in touch with David Stewart:

Linkedin: https://www.linkedin.com/in/davestew/

David's company Opimise: https://www.opimise.com/

To learn more about IT Experience Management (ITXM) Framework™, visit ⁠⁠⁠⁠⁠www.happysignals.com/itxm-framework-it-experience-management⁠⁠⁠⁠⁠

To learn about our Built-in XLA Management features: ⁠⁠⁠⁠⁠https://www.happysignals.com/product/xla-management⁠⁠⁠⁠⁠

Read our Practical Guide to XLAs: ⁠⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

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