Most help desks have a difficult time classifying incidents.

Poor incident classification can dramatically impact the following:

- Customer Satisfaction, as tickets get misrouted
- Reporting, due to the same issue being logged in multiple ways
- Missed opportunities, to reduce incidents from reoccurring

In this session, you will learn how-to reinvent your Incident Classification System to allow you to:

- Easily classify any issue consistently
- Get better reports on the incidents that are occurring and why
- Reduce the number of times a ticket is assigned inaccurately

This session will include a walk-through of classification/categorization opportunities, meaningful dashboards and critical support model success factors.

Presenter: Charles Cyna, President ThinkITSM Corp.

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