In IT, a quarter of ageing service tickets become bad experiences because needs are not met quickly enough, or are not even met at all.*

Backlog builds. Tickets are chased.

The reason has little to do with teams being busy. Standard practice is the reason. Accepted as best practice when it is not, larger organisations are left with major operational issues that harm service quality.

Ticket prioritisation is standard practice. When needs are not met at the initial service response, subsequent activity to reach completion is completely unguided apart from there being a service level target - the SLA - which is defunct for tickets placed on-hold and is otherwise very often unmanaged.

Activity Prioritisation (AP) addresses this major shortcoming, ensuring responsiveness and timely progression without exception through continuous guidance, so that service level targets are rarely reached, and when they are, they are not breached for long^. Needs are reliably met.

AP and its more advanced practice, Perfect Prioritisation, have been designed and developed for IT support but are equally applicable for any busy and complex customer service division. The way to success in IT can be shared with your line-of-business where success matters the most.

There is probably no better way for IT to add value for its supported business.