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

To get in touch with David Stewart:

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

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

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