A Pattern for Intelligent Ticket Routing in ITSM

In the world of IT Service Management (ITSM), the Service Desk often acts as a human router. A ticket comes in, a coordinator reads it, checks a spreadsheet to see who is on shift, remembers who is good at databases versus networking, and then assigns the ticket. This process is slow, subjective, and prone to cherry-picking (where engineers grab easy tickets and ignore hard ones). It creates a bottleneck that increases Mean Time to Resolution (MTTR) .