Answer
Intake design matters more than most teams expect. A single, well-labeled intake path that forces a requester to specify system, urgency, and business impact up front saves the triage step from becoming a guessing game, and it gives the team data to spot patterns over time. Escalation rules should be explicit enough that a ticket sitting unresolved past a defined threshold moves automatically rather than depending on someone remembering to check.
Knowledge capture is the workflow most IBM i shops underinvest in, and it is usually the one with the highest payoff. When a senior RPG developer or systems administrator resolves an obscure issue, that resolution should get documented and linked so the next occurrence takes minutes instead of hours, regardless of who is on shift. Post-incident review does not need to be heavyweight, but it should ask a consistent set of questions: what caused it, why did it take as long as it did to resolve, and what would prevent it next time. Buyers should ask whether the software makes these reviews easy to run and search later, since a review that never gets revisited provides little value beyond the meeting it happened in.