Too Long; Didn't Read
A ticketing system is really the only way to get a handle on what is happening in a business' workflows. Small and medium sized businesses have no centralized ticketing systems to track technology problems. The most organized businesses might have an Excel spreadsheet of projects, but they can produce no history of problems, requests or resolutions over any amount of time. The less organized have no records of support at all. The I.T. department has begun to feel like a hamburger stand to owners and management.