A IT service desk agent typically has only a few minutes to prioritize an incident. During those few minutes, the agent must record the contact, identify the issue, assess the impact and urgency of the issue, and react accordingly. All without irritating the end user. The decisions made by the service desk agent in those few minutes will have a direct influence on end-user satisfaction; but end-user satisfaction is not the only thing impacted. The reputation of the IT organization, how work gets done within IT, and business productivity are all impacted by how well the service desk agent does their job.