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IT Services Workflow From Request to Resolution.pptx
- 1. IT Services Workflow FromRequest to Resolution Service Request Intake Resolution Testing and Verification 01 06 05 10 02 07 04 09 03 08 Ticket Creation Initial Triage Ticket Closure Receive service requests from users/customers via various channels (e.g., email, ticketing system, phone). Document the steps taken, changes made, and any additional information relevant to the ticket. Validate the resolution or service delivery to ensure it meets the requester's requirements and resolves the reported issue. Create a ticket in the IT service management (ITSM) system for each service request. Review the ticket to determine its priority and assign it to the appropriate support team or individual Update the ticket status to reflect the resolution or service completion Investigation Knowledge Base Update The assigned support team or individual investigates the reported issue or fulfills the requested service. Document the troubleshooting steps, solutions, and any new knowledge gained during the process Communication Continuous Improvement Keep the requester informed about the progress of their ticket, including any findings, troubleshooting steps, or estimated time for resolution. Analyze trends and patterns in service requests and resolutions to identify recurring issues or areas for process improvement.
- 2. Service Request Intake Receiveservice requests from users/customers via various channels IT Services Workflow From Request to Resolution Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. Ticket Closure Update the ticket status to reflect the resolution or service completion. Ticket Creation Create a ticket in the IT service management (ITSM) system for each service request. Resolution Document the steps taken, changes made, and any additional information relevant to the ticket. Initial Triage Review the ticket to determine its priority and assign it to the appropriate support team or individual.
- 3. IT SERVICES WORKFLOW ServiceRequest Intake Receive service requests from users/customers via various channels Ticket Creation Create a ticket in the IT service management Resolution Document the steps taken, changes made, and any additional information relevant to the ticket. Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service.
- 4. IT SERVICES WORKFLOW ServiceRequest Intake Receive service requests from users/customers via various channels Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. Ticket Closure Update the ticket status to reflect the resolution or service completion. Ticket Creation Create a ticket in the IT service management Resolution Document the steps taken, changes made, and any additional information relevant to the ticket.
- 5. IT SERVICES WORKFLOW Service Request Intake Receiveservice requests from users/customers via various channels Ticket Creation Create a ticket in the IT service management (ITSM) system for each service request. Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. Resolution Document the steps taken, changes made, and any additional information relevant to the ticket.
- 6. Service Request Intake Receive servicerequests from users/customers via various channels Ticket Creation Create a ticket in the IT service management (ITSM) system for each service request. Initial Triage Review the ticket to determine its priority and assign it to the appropriate support team or individual. Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. Resolution Document the steps taken, changes made, and any additional information relevant to the ticket. Ticket Closure Update the ticket status to reflect the resolution or service completion. IT SERVICES WORKFLOW
- 7. IT SERVICES WORKFLOW ServiceRequest Intake Receive service requests from users/customers via various channels Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. Ticket Creation Create a ticket in the IT service management (ITSM) system for each service request. Resolution Document the steps taken, changes made, and any additional information relevant to the ticket. Initial Triage Review the ticket to determine its priority and assign it to the appropriate support team or individual. Ticket Closure Update the ticket status to reflect the resolution or service completion.
- 8. Investigation Service Request Intake Resolution Ticket Creation Theassigned support team or individual investigates the reported issue or fulfills the requested service. Receive service requests from users/customers via various channels Document the steps taken, changes made, and any additional information relevant to the ticket. Create a ticket in the IT service management (ITSM) system for each service request. Ticket Closure Initial Triage Update the ticket status to reflect the resolution or service completion. Review the ticket to determine its priority and assign it to the appropriate support team or individual. IT SERVICES WORKFLOW
- 9. IT SERVICES WORKFLOW ServiceRequest Intake Receive service requests from users/customers via various channels Ticket Creation Create a ticket in the IT service management (ITSM) system for each service request. Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. Resolution Document the steps taken, changes made, and any additional information relevant to the ticket.
- 10. Service Request Intake Receive service requestsfrom users/customers via various channels Investigation The assigned support team or individual investigates the reported issue or fulfills the requested service. IT SERVICES WORKFLOW Initial Triage Review the ticket to determine its priority and assign it to the appropriate support team or individual. Ticket Closure Update the ticket status to reflect the resolution or service completion. Ticket Creation Create a ticket in the IT service management (ITSM) system for each service request. Resolution Document the steps taken, changes made, and any additional information relevant to the ticket.