Part 1: Incident Ticket template

Task 1 - Read the UCISA article titled, "Sample Incident Ticket Template" and work thru the following Qs based on the article.

1. What is an incident? What is a ticket? What is an incident ticket?

2. Why do some ITSM tools use the YYYYMMDDxxxx format for the ticket number or ID?

3. What is the purpose of the ‘critical user' field, and what form would a help desk operator consult to determine the level of service.

4. What status is the ticket initially set to?

5. Who owns the ticket and under what circumstances can the ticket owner change?

6. What type of tickets are permitted. What is the difference?

7. In the incident prioritization system, how would the fields of impact and urgency be determined?

8. What is a configuration item (CI)?

9. Give an example of an assignment group?

10. Why would operators want to associate other tickets with this incident ticket?

11. Why would the date/time of ticket creation and ticket closure be important?

Part 2: Web Help Desk ITSM tool

Task 2 - Read the white paper titled, Understanding the Need for a Help Desk Solution.

1. According to Solarwinds, what are the 3 roles of a Help Desk?

2. A help desk solution (such as an ITSM tool) needs to follow a service request lifecycle. Q. What is the first phase of the lifecycle?

3. Why would lapsing on a service level agreement (SLA) be an issue for an IT department?

4. What does CSAT stand for and why is this considered important?

5. On-premise is the traditional model for help desk. Why would (say a small organisation) opt for a cloud based SaaS based model? Is your reason financial, operational, or data security related? What does SaaS stand for?

6. Why doesn't PinkVerify or ITIL ISS have a set of criteria to evaluate a service desk function?

Part 3: Web Help Desk ITSM tool assessment

Task 3 - You can optionally register and download the WebHelpDesk ticketing and asset management free trial software.

Or, you can familiarise yourself with the tool features by reading thru their promotional web pages and white papers.

From the home page above, scroll down to Useful Resources, and work-thru the Getting Started Guide, and work thru the Interactive Demo.

Submit answers to the following Qs in the weekly submission pageusing screen shots and narrative before or on the day of your Week 5 workshop.

One (1) mark per question. This is an individual assessment.

1. Does WebHelpDesk offer ticket prioritisation based on impact / urgency matrix? How is it set up? (1 mark)

2. How are individual incidents linked to a root cause, or problem?(1 mark)

3. How are email service request converted into help desk tickets?(1 mark)

4. How are help desk technicians' performance and customer satisfaction indicators reported or presented?(1 mark)

5. How are change requests (tickets) handled, and how do the change advisory board (CAB) become involved?(1 mark)