IT Ticketing

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IT Ticketing Management

IT Ticketing Management

Reporting the problem to IT

It is known that in problems related to software and hardware, there is a difficulty in communication between Users and IT staff. This is because the IT staff has to correct the source of the problem and not the reported effects. So the reporting of the problem needs a small initial communication to understand the IT staff the cause of the problem. After the IT staff confirms that understood the issue, then the repairing begins.

Check that the IT staff has resolved the issue

By extending the method of problem reporting by the User to the IT, the same approach is implemented in the case of resolving the problem, but in the opposite direction. This time the User, after the IT declares that fixed the issue, has to accept that all is fine now by checking the item as done. Only after that, the process is Closed (finished).

Improve your Company by Correcting any systematic delays

The implementation of IT Ticketing procedure can leave some lessons in our Company. The Chief Process Officer (or the Quality Manager) has to recognize any systematic causes that are the roots of those delays. The CPO can start a Corrective and Preventive Actions procedure to ask for improvement proposals in various parts of the Company's processes. Those Preventive actions may also cause the insertion of more checkpoints during the execution of some activities or other procedures.

Make IT Ticketing provide Metrics

The automation of the IT Ticketing process allows for collecting some essential Metrics about times related to the IT Department. For those Metrics, we can later put target values and assign them to the IT Director of the Company. Those targeted Metrics can then participate in the Company Objectives Metrics, particularly in the Processes Excellence section. Finally, through the Company Objectives, can join the final Balanced Scorecard and show their influence in the Company's excellence in the industry that participates.