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Akash Home Work

The document defines different types of tickets including alerts, service requests, and incidents. It also outlines different ticket priorities from P0 to P3 based on urgency and timeframes for acknowledgement and resolution. Finally, it provides an overview of ITIL (Information Technology Infrastructure Library) as a framework for managing the delivery of IT services through various stages including service strategy, design, transition, operation, and continual improvement.

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akashdeepsharma109
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9 views2 pages

Akash Home Work

The document defines different types of tickets including alerts, service requests, and incidents. It also outlines different ticket priorities from P0 to P3 based on urgency and timeframes for acknowledgement and resolution. Finally, it provides an overview of ITIL (Information Technology Infrastructure Library) as a framework for managing the delivery of IT services through various stages including service strategy, design, transition, operation, and continual improvement.

Uploaded by

akashdeepsharma109
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Name: Akashdeep Sharma

Tickets: A ticket can be defined as a receipt or a record of an action that needs


to be done, and it might also contain some additional information related to the
action.
Types of Tickets: Basically, there are three types of tickets:
1. Alerts: These are system generated ticket or message, mostly generated
when something might happen in the system or something happening
outside the predefined constraints.
2. Service Request: These are manually raised for any kind of resolution or
request or fix that a user wants.
3. Incidents: These are also manually raised, unlike Service Request, these
are interruption or a failure in a process or component.
Priorities in Tickets: In simple language it basically denotes the importance of a
ticket that needs to be solved. We can also say it is the order in which one should
process the tickets. There are 4 types of priorities:
1. P0: Urgent or Major Incident, which should be acknowledged within
15mins and resolved within 2hrs.
2. P1: High, which should be acknowledged within 1hr and resolved within
4hrs.
3. P2: Medium, which should be acknowledged within 2hr and resolved
within 1 day.
4. P3: Low, which should be acknowledged within 4hr and resolved within 2
days.
ITIL (Information Technology Infrastructure Library)
• It is a framework with set of rules or practices for delivering efficient IT
support services. In other words, it’s a guideline for managing and
delivering IT services.
• It helps to get to the root cause of problems as soon as possible.
• It doesn’t discuss IT tickets directly but discusses about incidents and
service requests.
• There are 5 stages:
o Service Strategy: This stage basically describes how to design,
develop, and implement IT Service Management.
o Service Design: It includes the designing of process and functions
like service management process, technology, infrastructure,
products etc.
o Service Transition: This stage explains how to manage the transition
of a new or changed service while ensuring a balance in all service
management processes.
o Service Operation: This stage guides the ways to ensure services are
delivered and are running smoothly and reliably.
o Continual Service Improvement: This stage covers how to re-align
IT services as business needs change. It consists of 7 steps that
covers what can and should be measured, gathering, processing
and analysing data, presenting and using information.

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