Let’s face it. We’ve all been there. Attending a service review with a customer only to be faced with an incident or request that should have been sorted out months (if not years) ago. Such “aged tickets” happen for a variety of reasons – complex systems, organizational change, or even plain old “not enough people on the IT service desk.” The reality is that these aged tickets hurt us. From the business’ perspective, they have people struggling for much longer than is acceptable and from an IT perspective it means that we “can’t see the forest for the trees.” To help, here are my first five of ten ways to overcome your aged ticket problem.