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An Introduction to ITSM Ticketing and Its Benefits

ITSM ticketing manages IT services effectively, enabling organizations to provide reliable and responsive support to their users.

September 22, 2023

With the move to remote working and e-commerce, managing customer satisfaction has become of great importance. An efficient and well-performing service desk that manages the interaction with the potential or existing customer is key to the process.

Clearly having the relevant information at hand is vital: information that identifies the inquirer (either an existing or potential customer), the nature of their inquiry, the details of actions taken, and recommendations as to further action (for example, escalation). That is where IT Service Management (ITSM) comes in as a mechanism for managing customer interactions.

This post explores what ITSM ticketing is, how it is selected and implemented, and its benefits to an organization adopting ITSM.

"ITSM is a set of practices and frameworks that focuses on the efficient and effective delivery of IT services to meet the needs of an organization and its customers."

What Is ITSM?

ITSM is a set of practices and frameworks that focuses on the efficient and effective delivery of IT services to meet the needs of an organization and its customers. ITSM aims to align IT services with business objectives and ensure that an organization utilizes its IT resources optimally.

The primary goal of ITSM is to provide a structured and standardized approach to managing IT services throughout their life cycle, from design and development to delivery and support. It encompasses various processes, policies, and procedures that enable organizations to plan, deliver, operate, and control IT services in a consistent and reliable manner.

ITSM is often guided by frameworks such as the Information Technology Infrastructure Library (ITIL), which is a widely adopted framework for ITSM practices. ITIL provides a comprehensive set of best practices, processes, and guidelines for managing IT services, including service strategy, service design, service transition, service operation, and continual service improvement.

What Is ITSM Ticketing?

ITSM ticketing refers to the process of creating, tracking, and resolving tickets or incidents related to IT services within an organization. It is an integral part of ITSM frameworks and practices, such as ITIL, and serves as a central point for managing and addressing IT-related issues, requests, and changes.

How to Choose an ITSM Ticketing System

Here are some key considerations to help you in the selection process:

  • Clearly defined requirements: Create a comprehensive list of the features and capabilities you need in a ticketing system.
  • Scalability and flexibility: It should have the flexibility to accommodate new processes, workflows, and integrations as your IT environment evolves.
  • Ease of use: It must be user-friendly and require minimal training.
  • Ticket management capabilities: Check if the system allows ticket fields and workflow customization to align with your specific processes.
  • Integration capabilities: Integration with other systems such as monitoring tools, asset management software, or knowledge bases can enhance efficiency and data accuracy.
  • Reporting and analytics: Look for a ticketing system that provides robust reporting and analytics capabilities, allowing you to generate meaningful reports and gain insights into your IT service operations.
  • Automation and workflow automation: Look for features like ticket routing, automated notifications, and predefined workflows that align with your processes.
  • Collaboration and communication: Evaluate the system's collaboration and communication features. Having an integrated and automated environment (for example, using Wrangle and Slack) will give major benefits.
  • Security and access control: ITSM ticketing systems handle sensitive data, so security is crucial.
  • Vendor support and updates: Consider the vendor's reputation and track record for customer support and product updates.
  • Cost and licensing: Consider the total cost of ownership, including initial setup costs, licensing fees, ongoing maintenance, and any additional costs for customization or integration.
  • User feedback and reviews: Research user feedback and reviews from other organizations using the ticketing system.

What Is the ITSM Ticketing Process?

Process Descriptions

Let's next take a look at some of the main actions in the ITSM ticketing process, as well as some benefits of ticketing.

Ticket Creation

ITSM ticketing involves creating tickets for various IT-related events, such as incidents (unexpected disruptions), service requests (routine inquiries or assistance), and change requests (modifications to IT services or infrastructure). Tickets capture essential information like the requester's details, description of the issue, priority, and any associated documentation.

Ticket Tracking

Once a ticket is created, it is assigned a unique identifier and enters the tracking phase. ITSM ticketing systems allow IT teams to monitor and manage the tickets throughout their life cycle.

Centralized Ticket Repository

ITSM ticketing provides a centralized repository for storing and organizing all IT-related tickets. This repository serves as a knowledge base for future reference, enabling efficient knowledge sharing and collaboration among IT staff.

Prioritization and Escalation

ITSM ticketing systems facilitate the prioritization of tickets based on their impact and urgency. Prioritization helps IT teams allocate resources effectively and address issues in a structured manner.

"Service level agreements (SLAs) define the expected response and resolution times for different types of tickets."

SLA Management

Service level agreements (SLAs) define the expected response and resolution times for different types of tickets. By monitoring SLA compliance, IT teams can identify and address potential bottlenecks or delays, ensuring service levels meet or exceed the agreed-upon standards.

Reporting and Analytics

ITSM ticketing systems provide valuable insights through reporting and analytics features. These insights help IT managers identify trends, measure team performance, and make data-driven decisions to improve service quality and operational efficiency.

Automation and Self-Service

Many ITSM ticketing systems offer automation capabilities, allowing organizations to streamline repetitive tasks and workflows. Self-service portals empower end users to raise tickets, track progress, and access knowledge articles, reducing dependency on IT staff and promoting user autonomy.

Improved Communication and Collaboration

ITSM ticketing systems enhance communication and collaboration between IT teams and end users. Centralized communications ensure clarity, reduce miscommunication, and maintain a record of interactions for future reference.

Organizations can gain major benefits from integrated systems like Wrangle and Slack, especially if they also automate some process commands.

The Workflow Process in Practice

The ITSM workflow is a series of steps to create, track, prioritize, and resolve IT-related tickets or incidents. Next, let's see an overview of the typical ITSM ticketing process:

1. Ticket Creation

  • An end user or a customer reports an issue or submits a service request.
  • IT staff or service desk personnel create a ticket in the ITSM ticketing system.
  • The ticket information includes details such as the requester's information, description of the issue, categorization, and any relevant attachments or documentation.

2. Ticket Logging and Categorization

  • IT staff log the ticket in the ITSM ticketing system, assigning it a unique identifier, priority, and category.

3. Ticket Assignment and Queue Management

  • The ticket is assigned to the appropriate IT staff or support group based on their expertise and workload.
  • Tickets are managed in a ticket queue, where IT staff can access and work on assigned tickets. ITSM ticketing systems often have automated ticket routing based on predefined rules or workload-balancing algorithms.

4. Ticket Tracking and Progress Updates

  • IT staff regularly update the ticket with progress, notes, and relevant actions and record status changes (e.g., in progress, waiting for user input, escalated).
  • Updates can be communicated to the end user through notifications or self-service portals.

5. Ticket Resolution and Closure

  • IT staff troubleshoots and resolves the issue or completes the service request according to established procedures and best practices.
  • The IT staff record resolution details, actions taken, and any associated documentation in the ticket.
  • The end user can validate and confirm that IT staff have resolved the issue to their satisfaction.
  • Once the issue is resolved, IT staff close the ticket, and further updates or actions are no longer required.

6. Ticket Escalation and Collaboration

  • In case of complex or critical issues, tickets may be escalated to higher-level support or management for additional assistance or decision-making.
  • IT staff, support groups, or external vendors may need to collaborate to resolve the ticket effectively. This facilitates knowledge sharing and effective problem-solving.

7. SLA Management

  • In some organizations, ITSM is part of SLA management. SLA targets and deadlines associated with the ticket are monitored and managed.
  • IT staff ensure that the ticket resolution adheres to the agreed-upon response and resolution times.
  • SLA breaches or potential delays may trigger escalations or additional actions to meet defined service levels.

8. Reporting and Analysis

  • ITSM ticketing systems provide reporting and analytics capabilities.
  • Ticket data is used to generate reports on ticket volumes, response times, resolution rates, and other individual and ITSM performance metrics.
  • Analysis of ticket data helps identify trends, areas for improvement, and resource allocation optimization.

Throughout the entire ticketing process, effective communication with end users, timely updates, and adherence to established workflows and procedures are crucial for efficient and satisfactory ticket resolution. Organizations can customize and tailor the ITSM ticketing process to their specific needs and requirements while aligning with ITSM best practices.

ITSM Ticketing in Slack 

Wrangle is a ticketing and workflow automation tool built for Slack. Unlike traditional tools, your team can manage requests and IT ticketing directly in your company’s Slack workspace. 

Wrangle is the perfect tool to deploy if you want to manage internal tickets or requests in your Slack workspace. The no-code platform allows you to create and manage tickets, build automated workflows, and report on business KPIs. Automate complex processes such as:

  • IT Help Desks
  • IT Access Requests
  • Procurement Processes
  • Marketing Collateral Approvals
  • Employee Onboarding and Offboarding
  • Customer Onboarding
  • Contract Approvals 

All you need to get started is Slack admin privileges. To experience Wrangle’s modern approach to ticketing, request a demo or, better yet, add the tool to Slack and get started today. 

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