9 Replies Latest reply on Aug 9, 2016 3:43 PM by Vince Daly

    Best Practices

    Vince Daly

      So my boss tasked me with finding ITIL documents so we can use what RemedyForce has designed instead of reinventing the wheel and coming up with my own. Even though that's what I want to do. Can anyone provide me with some best practices they use for example:

       

      SLA for different priorities, Ticket status's, process's you use when a new ticket comes in until it is complete?

       

      We have about 500 ends users and about 3-4 Help Desk engineers. I honestly have my own idea on how to set it up but I'd like feedback.

       

      Thanks