The need for order seems to be an innate part of the human spirit. After all, a foundational element of science is the organization of observations and inquiries. Within the world of the help desk, the need for organization is paramount. Fortunately a natural structure can be defined and refined through the use of categories.
The great news for help desk managers is that, with a properly structured help desk solution, the category creation process can be an enjoyable and enlightening exercise. Defining categories should provide an occasion for identifying everything a help desk currently does, with an eye toward refining processes, identifying what works, and discovering new ways of enhancing efficiency while providing even better care for users.
See iSupport’s whitepaper Defining and Organizing Category Structures to find out more about how you can utilize categories for more efficiency in your company.