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تصميم بدون عنوان

The document outlines the IT service request process, detailing steps from intake to resolution. It includes ticket creation, initial triage, investigation, communication with the requester, and documentation for knowledge base updates. Additionally, it emphasizes the importance of testing, verification, and continuous improvement based on service request trends.

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simoelminiar
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5 views1 page

تصميم بدون عنوان

The document outlines the IT service request process, detailing steps from intake to resolution. It includes ticket creation, initial triage, investigation, communication with the requester, and documentation for knowledge base updates. Additionally, it emphasizes the importance of testing, verification, and continuous improvement based on service request trends.

Uploaded by

simoelminiar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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01 Service Request Intake Resolution 06

Receive service requests from Document the steps taken,


users/customers via various changes made, and any additional
channels (e.g., email, ticketing information relevant to the ticket.
system, phone).

02 Ticket Creation Testing and Verification 07


IT Services Workflow
Create a ticket in the IT service Validate the resolution or service
management (ITSM) system for
each service request.
From Request to delivery to ensure it meets the
requester's requirements and

Resolution resolves the reported issue.

03 Initial Triage Ticket Closure 08


Review the ticket to determine its Update the ticket status to reflect
priority and assign it to the the resolution or service
appropriate support team or completion
individual

04 Investigation Knowledge Base Update 09


The assigned support team or Document the troubleshooting
individual investigates the steps, solutions, and any new
reported issue or fulfills the knowledge gained during the
requested service. process

05 Communication Continuous Improvement 10


Keep the requester informed Analyze trends and patterns in
about the progress of their ticket, service requests and resolutions
including any findings, to identify recurring issues or
troubleshooting steps, or areas for process improvement.
estimated time for resolution.

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