Help desk calls for researching effeciency?
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Where do you categorize calls that are looking for solutions for efficiency problems that don't really fall into a Change, Incident or Request.
For example, "Our hotel front desk calls and is looking for ways to streamline the check-out process" Not really an incident, because nothings broke, not a problem because it won't cause an incident, (For this case we assume check-in time is not defined in the SLA).