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a) Ticket Types

i. Events

This term refers to the IT events which have taken place in the organization’s IT environment. It may be
instantaneous OR over a period of time. Releases, maintenance, outages and changes fall under events
in IT.

ii. Alerts

Alerts indicate that a IT environment has violated the pre-defined performance limits. The alerts are
used to monitor the IT environment in real-time. Things that go unexpected will automatically trigger
an alert to alarm the support teams to have a look and resolve.

iii. Requests

Service request are the predefined activities like granting access to new users, reactivating user
accounts, giving information that the IT support teams perform on the IT environment which are
operational. Requests do not indicate a broken system, but something that users need as part of routine
support.

b) Ticket Sources

i. System

Modern IT systems can automatically log the familiar errors into the ITSM system. These error are
handled through system generated tickets.

ii. User

This is the most common source of IT tickets. End users request support through different ways like a
request portal, email or just by walking to the local physical help desk etc.

iii. Agent

Agents are the support team staffs who raise tickets on those support activities which have initiated
already but not ticket had existed yet. This includes user calls made to help desk, any maintenance\
monitoring work which isn’t triggered by any user directly.

c) Classifying Tickets

The ticket classification leads to the time within which it needs a closure. A closed ticket formally
means that the activity is complete and tested. The due time is based on priority of the ticket. The ticket
classification data includes but not limited to types of ticket, urgency and impact.

d) Managing Ticket Queue

FIFO stands for first in first out. The tickets logged first are dispatched and completed first under FIFO
approach. This is a common & simple practice to ticket queue management. FIFO may not be the
optimal use of support resources to get maximum benefits. Because it doesn’t take into account the
impact of a ticket on the business. A ticket which came late may still have highest business impact and
urgency than the ticket which was logged first in the queue.
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