Monday, August 15, 2011
Tickets, Work orders, Email, oh my!
These work orders turn into tickets just like incidents do. They go into the queue and are addressed based on the type of request and the business impact. We have a key operational metric that we track on standard requests to see how efficient we are. Today we average just over 4 business days. Our goal is to be at or below 4 days on average for all standard requests.
Nobody likes bureaucracy. The ticket and work order system is intended to provide you with the desired level of service you expect as well as provide key information to help make the business run even better.
Posted by Mark at 4:30 PM