ITIL Ticket Close Resolved
Tickets according to ITIL framework are directed to help desk. Tickets are considered type of incidents, so working around with tickets is a part of incident management. Problem management, service asset & configuration management (SACM), change management, capacity management, availability management, service level management and event management comes in Incident Management.
Incident Management - Metrics
- Total numbers of Incidents (as a control measure)
- Breakdown of incidents at each stage (e.g. logged, work in progress, closed etc.)
- Size of Current incident backlog
- Number and percentage of major incidents
- Mean elapsed time to resolution
- Percentage of incidents handled within agreed response time
- Average cost per incident
- Number and percentage of incidents incorrectly assigned
- Percentage of incidents closed by the Service Desk without reference to other levels of support
Incident Management - Roles
- Incident Manager - May be performed by Service Desk Supervisor
- Super users
- First-Line Support - Usually Service Desk Analysts
- Second-Line Support
- Third-Line Support (Technical Management, IT Operations, Application Management, Third-party suppliers)
Service Desk - Overview and Agenda
- Primary point of contact
- Deals with all user issues (incidents, requests, standard changes)
- Coordinates actions across the IT organization to meet user requirements
- Different options (Local, Centralized, Virtual, Follow-the-Sun, specialized groups)
- Provides point of communication to the users and a point of coordination for several IT groups and processes
- Service Desk is specialized to deal with a variety of service events
- Tends to modify their work methods to optimize performance
- Value of effective service desk should not be underrated