Hi Everyone,
My name is Damien, and I make ITSM improvements for a university in Australia.
I'm noticing a lot of requests (about 45% of all requests) struggle to be categorised into catalog items, due to the flexible and non-standard work that occurs in the university sector. This work can be grouped, but isn't streamlined enough to create new offerings and consistent workflows.
A majority of this work is processed through a "non-standard request", an item that has the ability to change assignment group and spawn additional tasks, a generic SLA timer, and no attached workflow.
Has anybody had similar issues in the past? Are there any steps you can recommend to mitigate the amount of work logged through this generic channel?
Thank you!
Damien
