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.