Incident Management

First, Let Me Get Something Off My Chest: Front-Line Support People Are The Unsung Heroes Of Every Business. Every. Business. I Truly Believe That Tech Support Should Be Considered A Service Industry, And Customers Should Be Able To Leave Tips For Agents That Deliver Excellent Service. I Would Happily Leave A Ten Spot To Every Killer Support Person Who Resolved My Issues Quickly, And With A Smile–If Only I Could.

But I Digress. If You’re Reading This, You Probably Manage Or Serve On A Small To Mid-Sized Service Desk Team. Your Hair Is Probably Also Literally On Fire Right Now. It Really Burns. The Smell Is Awful, Too. So Let’s Do Something About That!