Eliminating 100% of a global video game producer’s IT ticket backlog

The Challenge

A rapidly expanding video game producer found its internal IT teams struggling to keep up with the demands of global growth. Rising ticket volumes, a lack of 24/7 coverage, undefined SLAs, and poor ticket categorization left issues unresolved for months, with no clear system for prioritization or assignment. New hires joining teams across multiple time zones added further pressure, increasing ticket volumes beyond what the existing support model could effectively manage. Without a structured framework in place, the backlog grew unchecked, and the IT team had little capacity to address anything beyond immediate requests.

The Solution

Highspring partnered with the client to restructure its IT service management function. To close the coverage gap, Highspring established 24/7 follow-the-sun support, ensuring tickets received timely attention regardless of when they were submitted. Working alongside the client, the team defined the criticality of each ticket type and clear SLAs that made it possible to flag and address potential breaches before they occurred.  

Improved ticket categorization eliminated the misrouting that had compounded the backlog, while dedicated full-time queue management kept new tickets from aging out. At the end of each week, the team shifted focus to resolving older tickets, creating a consistent cadence for working down the backlog without disrupting ongoing coverage. 

Our Impact

Highspring’s structured approach transformed a reactive IT function into a proactive and scalable support model. SLAs are now consistently met, tickets are assigned more accurately, and the backlog no longer consumes the client’s internal teams’ day-to-day operations. Key outcomes from the engagement include: 

• 100% of backlogged tickets closed out 

• 24/7 follow-the-sun coverage established 

• No tickets older than three weeks 

• Improved first-time ticket assignment accuracy