Checklists
For low-risk, high volume Change and Service Requests - the sort of stuff you do everyday, like the 'Perfect Tea for the Boss' example below
Serio Release 5
This is the website that tells you what's new in Serio Release 5, and how to upgrade from Serio R4.x
Checklists
Think of Checklists as Change Management Light. Checklists are there to help you 'tick off' smaller tasks you have to do in a particular order to close a ticket.
For Agents trying to resolve tickets they act as a reminder for what I've done, and what I've got left to do before I can set this as Closed. For example, a user requesting access to the Internet for research purposes might be covered by a Checklist to help you gather the right information and to allow appropriate access.
Checklists can also carry a lot of information about how to accomplish each task as well (in fact, this is the recommended way to create a Checklist - add some help and assistance to each task to be performed).
Best of all, Checklists are quick to set-up. Creating a new Checklist should take no more than 30 minutes the first time you do it, and will be quicker after that.
If you think Checklists will be useful, ask your Serio Administrator to put down his or her cappuccino and set some up for you.