I suspect few readers of this blog can say they’ve never had a ticket backlog at the service desk. Ticket backlog is a frustrating situation, and I get asked a lot about some strategies on how to get a better handle on it. Here are some tips and advice to not only reducing the backlog, … Continue reading Ticket Backlog Nightmare! How do I get out of this?
Tag Archives: Knowledge Management
Can you really use SharePoint to manage process? YES.
About three years ago I was in charge of all IT operations for a managed service provider and had just completed an assessment of our service management processes. In that assessment we discovered that several key Service Management processes had very low maturity and the tools being used were inadequate and not deployed correctly. One … Continue reading Can you really use SharePoint to manage process? YES.