I think at first pass, I've seen organizations in general train the Service Desk on the matrix and how it works.  However, the next level from that is removing the subjective nature of this approach.  You can do that for example by: -End User Portal ...

Denise - having a focus on patient care is always important and you dont have to lose that.  However, I've seen that end-users can easily tie back most issues to affecting the clinical environment and patient care. This leads to every issue being a P...