Eliminate Recurring Incidents

A Service Desk typically handles about fifty tickets per day per thousand end users with a staff of about twenty analysts per thousand end users. But there is often a significant number of recurring tickets – in some companies as many as 10-20%.

Aside from the fact that it is a waste of effort for people to do the same work over and over again, part of effective IT service management is dealing with unnecessary tickets that increase the risk of mis-handling, with associated escalations and reduction in customer satisfaction. Even teams that have already implemented problem management often leave much hidden fruit.

service desk recurring incidents