Help Desk Scripts

["Teresa Bakker" <teresa -dot- bakker -at- amerus -dot- com>]

I found your list through Google when searching for Help Desk Scripts.  
We have an IT help desk that services 1,000 users in four locations.  
They support approximately 30 core applications and 250 more specialized
applications.   

In doing a self assessment of our Incident and Problem management
processes it was apparent that we don't have scripts to follow when
taking calls, so incidents get mis-categorized or incorrectly
prioritized.   Any suggestion or guidance on how to begin developing
scripts?

Thank you.
Teresa
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