Service managers can control profitability by triaging tickets instead of reacting to each one. Triage lets you assign work strategically, develop your team, and move from whack-a-mole ticket handling to actual planning.
Triage also presents an opportunity for a service manager to direct the professional development of their team, as triage is what allows us to then decide who will work on what and when. Without triage, you're just playing reactive whack-a-mole with your tickets. You are always reacting to them if you don't triage. And a little more detail about why you should care, especially for our team leads and service managers. If you're a service manager or in a leadership role, triage is the only non-reactive way you have to control the profitability of tickets at the tactical level.
