Tagged ITSM
5 articles
Help Desk Ticket Categories: Examples and How to Design Them
A practical guide to help desk ticket categories — how many to have, example category lists for IT, HR, finance and facilities, what each category should carry (team, type, target), and how to fix a category list that isn't working.
Incident vs Service Request: The Difference and Why It Matters
An incident is something broken that should work; a service request is someone asking for something standard. How to tell them apart, why they need different targets and workflows, and how to design intake so people don't have to know the difference.
Internal IT Help Desk Best Practices for 2026
Twelve practices that separate a calm internal IT help desk from a chaotic one — one front door, deadlines by request type, honest metrics, self-service, security basics, and AI that helps without taking over.
How AI Is Changing IT Service Management (and What It Can't Do)
Where AI genuinely helps IT service management today — intake, triage, knowledge, drafting, assistants that act with confirmation — where it doesn't, and how to adopt it without betting your service desk on a model.
SLA vs OLA vs KPI: What's the Difference?
An SLA is a promise to the people you serve, an OLA is a promise between internal teams that makes the SLA possible, and a KPI is a number you watch to see how you're doing. Examples and pitfalls for each.