Adaptive Approach in IT Service Management to Reduce AHT by 50%

Adaptive Approach in IT Service Management to Reduce AHT by 50%

Prodapt’s ITSM (IT Service Management) insight has been published recently by AXELOS, an industry leader in developing global best practice methodologies on their digital platform ( This Insight is based on Prodapt’s innovation at a leading Tier-1 digital service provider (DSP) in Europe with multi-country operations.

This article briefs about how to build an efficient incident prioritization model beyond the traditional (impact vs. urgency) priority approach in ITSM. The new model discusses various business-critical factors such as customer segment affected, business category, types of services affected, and number of customers affected to automatically identify and assign the right priority. A sound prioritization scheme can help the DSP service desk to stabilize their day-to-day operations and make it proactive and agile. Further, it can reduce the average time spent in analysis and resolution of trouble tickets by half.



Omprakash C – Technical Architect, ITSM Delivery, Prodapt
Mogan A.B. – Manager, Strategic Insights, Prodapt

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