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Untitled Design

The document outlines the IT services workflow, detailing the steps from service request intake to ticket closure. It includes processes such as ticket creation, initial triage, investigation, communication, and continuous improvement. Each step emphasizes the importance of documentation and communication to ensure effective resolution of service requests.

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nooralhouda7008
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40 views3 pages

Untitled Design

The document outlines the IT services workflow, detailing the steps from service request intake to ticket closure. It includes processes such as ticket creation, initial triage, investigation, communication, and continuous improvement. Each step emphasizes the importance of documentation and communication to ensure effective resolution of service requests.

Uploaded by

nooralhouda7008
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.
IT SERVICES WORKFLOW

Service Request Intake Investigation


Receive service requests from The assigned support team or
users/customers via various individual investigates the
channels reported issue or fulfills the
requested service.

Ticket Creation Resolution


Create a ticket in the IT service Document the steps taken,
management (ITSM) system for changes made, and any
each service request. additional information relevant
to the ticket.

Initial Triage Ticket Closure


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

Service Request Intake Investigation


Receive service requests from The assigned support team or
users/customers via various individual investigates the
channels reported issue or fulfills the
requested service.

Ticket Creation Resolution


Create a ticket in the IT service Document the steps taken,
management (ITSM) system for changes made, and any
each service request. additional information relevant
to the ticket.

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