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Thursday, March 14 • 3:00pm - 4:00pm
The Ticket Triage Team: A Practical Approach to Improving the ITSM System

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This year, Radford University Technology Support Services formed a Ticket Triage Team to clean up the loose ends in our ticketing system and identity opportunities to improve incident and request management. The team uses several tools to root out tickets that never close in a timely fashion, analyze the effectiveness of automated processes, and find patterns of miscommunication between departments. Our efforts have led to changes in the system, meetings between managers, and a significant reduction in tickets relegated to the " I forgot that was open" pile. Join us to hear more about how we got started, what we have discovered, and how we got to work on making meaningful changes to our ITSM system.

Speakers
avatar for Shannon Phillips

Shannon Phillips

Director, Technology Support Services, Radford University


Thursday March 14, 2019 3:00pm - 4:00pm
Madison
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Attendees (9)