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Effective Help Desk Ticket Categories: Step-by-step project guide Paperback – August 27, 2019

by Wayne Schlicht (Author)
4.1 4.1 out of 5 stars 7 ratings
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Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting?
If you said yes, then Effective Help Desk Ticket Categories is for you!
Is this a long-winded book full of unproven theories?
No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks.
Is this book just for system engineers?
Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process.
Why do I need this book?
With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster.
What is in the book?
  • First, we explain what ticket classification is, why we use it, and the significant benefits.
  • Then we identify project resources to engage early in the project and the ticket classification process.
  • After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running.
  • Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates.
  • Finally, we include a glossary of frequently used terms.

Once implemented most teams will see significant improvements in the following areas.
  • Cost savings – Cost per call, reduced escalation costs.
  • Improved incident resolution rates.
  • Major Incident Management MTTR reduction.
  • Issue avoidance – better problem management inputs.
  • Enterprise reporting maturity.
  • Agent training improvements.
Read more Read less
Previous page
  1. Print length
    130 pages
  2. Language
    English
  3. Publication date
    August 27, 2019
  4. Dimensions
    6 x 0.33 x 9 inches
  5. ISBN-10
    1688943072
  6. ISBN-13
    978-1688943070
  7. See all details
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Product details

  • Publisher ‏ : ‎ Independently published (August 27, 2019)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 130 pages
  • ISBN-10 ‏ : ‎ 1688943072
  • ISBN-13 ‏ : ‎ 978-1688943070
  • Item Weight ‏ : ‎ 9 ounces
  • Dimensions ‏ : ‎ 6 x 0.33 x 9 inches
  • Customer Reviews:
    4.1 4.1 out of 5 stars 7 ratings

About the author

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Wayne Schlicht

Wayne Schlicht

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Wayne Schlicht, PMP loves coaching Help Desk managers on how to provide world-class customer service and maximize available resources. Over the years as an IT director, Help Desk manager, and IT Service Management consultant Wayne has learned what effective customer support means. He transformed ITIL and Service Desk processes at Best Buy Corporation, the Federal Reserve, Unisys, and many other companies. He now wants to share that information with you and your team. That is why has published his first step-by-step book. Wayne Schlicht said "As partners, we’ll determine what needs to be fixed in your ITSM program and Help Desk. We will then implement powerful Help Desk industry-standard best practices."

One of the biggest challenges facing Help Desk management attempting to introduce process improvements is the ever-present statement “We’ve always done it this way, so why should we change how we are doing it?” The answer is to maximize Information Technology's value to the business while minimizing unproductive waste. Then as the Help Desk improves its processes, productive resources can be reallocated to new value-creating work.

Wayne wrote Effective Help Desk Ticket Categories for managers and staff to make their customer support processes more effective, efficient, and productive.

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4.1 out of 5 stars
4.1 out of 5
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