Acme Corporation, a global tech company, recognized the need to improve its IT support ticket process to enhance efficiency and provide better IT services to its employees. With a workforce of over 5,000 employees, managing and resolving IT issues in a timely and effective manner is crucial to maintain productivity. Talking to the IT staff, we learnt that a growing number of IT support requests and lack of a standardized process for ticket submission and resolution is leading to potential backlogs. Furthermore, they are facing difficulty in prioritizing and tracking support requests since there is no process to support it. On the other hand, the end-users cannot track the ticket status and resolutions. Here is how their current process looks like: "The user can report the issue only by calling the IT staff. The IT staff manually records the complaint in a spreadsheet. If there is staff available, they are tasked to address the issue on a first come first serve basis. The staff diagnose the issue, and resolve it by taking appropriate steps. This may take several days depending on the complexity of the issue. If the IT staff is not available, the issue is queued, to be addressed