Why wasn’t my request completed? How long will it take to fix this problem with my computer? If your role involves information technology (IT), these questions probably sound familiar.
Within a large enterprise, the IT department is often busy fulfilling information-technology related tasks and requests. A properly implemented IT ticketing system can mean the difference between a proactive and productive system and a massive headache for all the people involved. At Softeligent, we frequently work with IT departments on IT ticketing and have some advice that might help you either implement a ticket system for the first time, or improve the one you already have.
Explain the ticketing process (including turnaround times).
This tip is the most crucial one in our list. Everyone within the enterprise must be familiar with the IT ticketing protocol. Explain exactly how the ticketing process works, meaning how to create a ticket, what to expect once it is created and how long it will take for a response. Taking the turnaround time concept a step further, if there are routine requests, you might consider creating a service list, so people will know how long the “fix” will take.
Enforce ticket submission within the enterprise.
If a request comes in outside of the IT ticketing system, such as a vocal request, respond with a cordial comment of, “please put in a ticket.” It should be clear within the organization that without a ticket, the request will not be processed. This type of enforcement will protect your workflow and also set the right expectations across the enterprise.
Obtain support from the administration and executives.
Whether you are just now implementing a ticketing system or it has been around for a while, it is imperative that you get support from the administration and executives. The statement that “support comes from the top” might sound cliché, but there is a lot of truth behind it. That means that even the administration and C-level executives within your organization should put in a ticket too.
Look for patterns.
As you are most likely already aware, there are certain requests that will surface over and over again. Using the analogy of how a doctor treats a patient, instead of addressing the symptoms, look for the overall diagnosis. For example, you might need to solve the problem at a system level instead of applying small repairs.
Choose the right platform to handle your IT tickets.
There are a lot of help desk platforms that can manage IT tickets. If you are in the market for an IT ticketing system, start with outlining the features you will need to have a successful system. Also, think about the type of submission platform you prefer. For example, would you rather have an email-based system or Web-based ticket submission? You should also look for a platform that is flexible and customizable to accommodate your enterprise.
Softeligent is a SaaS solution that is transforming how IT departments manage their services and assets. Our solution comes with a built-in IT ticket system that includes a predefined price structure for IT services. With Softeligent, you can significantly reduce the time you spend on identifying the costs associated with IT tickets, as well as improve your IT ticketing management.
For more information about Softeligent, contact us today.