Ticketing systems are one of the most common obstacles that hold IT operations teams back from becoming high-performing, which is essential to digital transformation.
Most people who have held an operations-type job are familiar with ticketing systems: They record the requests for the IT Ops team so that everyone involved in the process has visibility into when an item was requested, who requested it, who is performing the task, how long it took to be completed, etc.
These all sound like good things to track, and they tell you all kinds of things about the work that is happening. But when I see this pattern in an organization, here's [some] advice.
Micro Focus Community Manager
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