An IT company received a lot of support tickets for their operations. These tickets are categorized into Urgent, Important and Business as Usual. The issue faced by the operations is that they are not able to classify them properly which leads to delay in response.
i) How could you classify the system to solve this problem?
ii) Create a 4W Project Canvas for this purpose. (I do not want a problem statement only questions and answers)
i) How could you classify the system to solve this problem?
ii) Create a 4W Project Canvas for this purpose. (I do not want a problem statement only questions and answers)
1 Answer
Solution :
i) How could you classify the system to solve this problem?
- Conduct a review of past support tickets to identify common issues and categorize them according to the proposed criteria
- Develop clear guidelines and examples for each category of ticket
- Work with the ticket management system provider to implement the necessary changes and prompts to ensure proper categorization of tickets
- Train support team members and users on the new categorization criteria and ticket submission process.
ii) Create a 4W Project Canvas for this purpose
Who:
- IT company's support team and ticket system users
What:
- Establishing clear criteria and guidelines for categorizing support tickets into Urgent, Important, and Business as Usual
- Implementing a ticket management system that prompts users to select the appropriate category when submitting a support ticket
Why:
- To improve response time and ensure proper prioritization of support tickets based on their impact on business operations
Where:
- Within the IT company's support team and ticket management system
When:
- Within the next 3 months
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