We just purchased LANDesk TUM (Mgmt suite & Service Desk). We are currently using Footprints for Incident management, and we don't want to port over our old issue categorizations - we want to start fresh in LANDesk. Does anyone have any advice on building effective categorization in Service Desk? We are a fairly big IT shop and produce approx. 110,000 tickets per year. We have 20+ IT teams that receive assigned tickets, and we would like to utilize auto-assignment as well.
Does anyone out there have a similar environment? Would love to talk to anyone who could help. Thanks!