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One-IT: Effective Ticket Handling

One-IT: Effective Ticket Handling
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One-IT: Effective Ticket Handling

One-IT: Effective Ticket Handling: Embracing IT Service Management Success: Creating a Positive Employee Experience. Too often we think it is “the ServiceDesk” that is accountable for closing tickets better, routing and escalating better, and fixing or rerouting tickets. While the ServiceDesk is the single point of contact that can set the pace and experience, it is One-IT, that delivers excellence. IT Service Management is ONE-IT team, and its success is a team sport!

In this guide, we will talk about One-IT Service Management as it is a pivotal step towards ensuring a seamless IT support experience for our employees. Here’s your comprehensive guide to mastering ticket handling and leaving a positive impression throughout the process. This represents the first level of the ITSM Capability Maturity Model. Start where you are and continue to improve.

Accepting Ownership: One-IT: Effective Ticket Handling Prompt Acknowledgment and Clear Communication

Have you ever heard the statement, “IT feels like a black hole” Your employee experience depends upon everyone accepting their part in owning and creating a positive experience. Let us remember that our employees, or our clients, are our reason for being here. Let’s start out strong and finish with them feeling supported.

The Support process begins when an unassigned ticket enters anyone’s queue. Upon receiving a ticket, in any queue, the objective and beginning is to promptly acknowledge receipt of the ticket.

TIP: In Service Operations Workspace, create templated introduction communications that you can apply quickly with a personal greeting, your signature block, how to reach you, and a link to your Self-Help Knowledge base where in one click of the contextual side panel template you can acknowledge and ask any questions.

~Set up templates in the contextual side panel (servicenow.com)

The goal of acknowledgement is simple. “Yes we have your ticket, I am going to be helping you, and asking any questions you might have to help them resolve the issue. Acknowledge with clear expectations of the next steps.”

Top 10 Acknowledgement Statements for Customer Service and Difficult Situations (callcentrehelper.com)

Clarifying and Communicating: Ensuring Clarity in Requests

A recent survey highlighted a striking statistic: 86% of Americans now emphasize the heightened importance of businesses showcasing transparency.. In the pursuit of operational excellence, it is transparent communication and clear processes that enhance the customer experience and fortify the trust and credibility of One-IT brand. They lay the foundation for a smoother, more efficient service environment.

  • In case of unclear requests, proactively reach out to the customer for clarification.
  • Outline your plan to assist and provide an estimated resolution time for transparency.

Recording Progress: Detailed Interim Work Notes

Begin with the discipline of maintaining thorough notes. This practice entails documenting every action, research findings, and troubleshooting steps in the ticket. This not only keeps you organized but also lays down a clear trail of progress for future reference.

Inscribe both internal notes, intended for IT staff or your future self, and external notes. Ensure that the external notes are jargon-free, offering periodic updates on your actions and the steps being taken to address the request.

Make sure that each entry in the ticket notes is specific and concise. This approach ensures that your documentation is effective and easily comprehensible for all stakeholders involved.

Leveraging Knowledge Base: Tapping into ITSM Resources

ServiceNow’s predictive intelligence can help query your knowledge base to search Knowledge and find solutions that could help you more quickly and efficiently solve customer issues. Begin your work with a search of the knowledge base to see if there is a solution.

  • Utilize the knowledge base to explore potential solutions.
  • Explore related articles to gain insights into resolving specific issues efficiently.
  • If there is a fix, attach that to your communication and confirm it is understood and working the same.
  • If there is an improvement to the knowledge article, update it with any improvement steps.

Documentation and Knowledge Sharing: Building a Knowledge Repository

When there is no knowledge, Create It as you discover the Solution. Remember the benefit of converting your resolution to a knowledge article. Write it once, share it and help hundreds in the future.

  • For novel fixes, document the solution comprehensively, potentially converting it into a knowledge article.
  • Strengthen the team’s collective knowledge by sharing documented solutions with your colleagues.

Seamless Transfers: Articulating the Transfer Protocol

When transferring a ticket, clearly state what you have done to validate the issue, the rationale for transferring the ticket, and what you want the receiving agent or group to do to carry the request forward. Invite them to contact you if there are questions, the goal is timely and “team” oriented response. until there is resolution.

  • Provide guidance to the receiving agent on how to seamlessly continue the process.
  • If there are concerns make sure to maintain communications with the employee and warm transfer to make sure the issues are addressed.

Addressing Unresolved Tickets: Effective Escalation

When a problem cannot be resolved, and all troubleshooting procedures have not uncovered the solution, make sure to follow your group’s escalation procedures in knowledge, ask a peer or group lead.

  • If a ticket has undergone multiple transfers without resolution, escalate it appropriately.
  • Ensure the employee’s needs are addressed promptly and comprehensively.

Continuous Communication: Keeping Users Informed

Tickets escalate when the employee or customer does not know what to expect. Lack of ownership , clear communication, and regular updates leave them uncertain their issue or the urgency to them, is understood. They do not hear anything, and worry the ticket is lost, or the priority misunderstood. Regular communications and status updates will help alleviate escalations and worry.

  • Never leave an employee in the dark about who is assisting them, and the actions being taken.
  • Provide regular updates, even in the case of delays, to maintain transparency and trust.

Thorough Ticket Closure: Ensuring Resolution and User Empowerment

When concluding a ticket, it’s crucial to employ active and precise communication. Begin by summarizing the customer’s initial request, providing a detailed account of how it was successfully resolved. This step lays the foundation for a comprehensive understanding of the solution provided.

Additionally, it’s essential to outline the specific steps for user self-help in the event of a recurrence. This empowers the user to take initiative in resolving similar issues in the future.

Furthermore, consider the broader implications of the resolved issue. If it’s a recurring type of problem, take the initiative to create a knowledge article. This proactive step not only saves time and boosts productivity for yourself and your peers but also equips the employees you serve with valuable resources. With this resource in hand, some may even be able to address similar issues independently. Embracing this practice not only streamlines support but also cultivates a culture of self-sufficiency within the ITSM framework.

Beware of Cyber Fraud Scams Targeting Enterprise Tech Support

It is imperative to never provide support without a proper ticket. This practice is essential for seamless tracking, thorough documentation, and robust security validation. Before diving into solutions, it is vital to validate the user’s identity and support details. This precautionary step is crucial in safeguarding the organization against potential vulnerabilities.

Bad actors often exploit enterprise support channels using social engineering tactics, combined with a well-crafted urgent narrative, to deceive support agents. This ploy aims to grant unauthorized access to a hacker’s credentials under the guise of a legitimate service restoration.

In the realm of enterprise tech support, issues related to licensing, software installations, and other customer-specific incidents pose significant risks. These scenarios underscore the critical importance of rigorous validation and meticulous ticket handling procedures. Failing to adhere to these safeguards could potentially expose the company to severe security breaches and data compromise. It is imperative that we remain vigilant and prioritize the security of our organization and its valued assets.

Empowering Users: Avoiding Jargon and Encouraging Feedback

  • Communicate solutions in a language users can understand, avoiding technical jargon.
  • After issue resolution, request feedback to drive continuous improvement and enhance the user experience.

Closing the Loop: Following Up on Resolved Tickets

  • Periodically check in with users post-ticket closure to confirm issue resolution and satisfaction with the solution.

Cybersecurity Vigilance: Staying Guarded in the Digital Landscape

  • Promote cybersecurity awareness by educating users on best practices and potential threats.
  • Stay updated on the latest technologies and methodologies in IT support through regular training and professional development.

Privacy Compliance: Safeguarding Data and Interactions

  • Ensure that all interactions and solutions adhere to data privacy and compliance regulations.

Empathy and Professionalism: Anchoring User Interactions

  • Treat every user interaction with professionalism and empathy, regardless of the issue’s complexity.

Conclusion: Fostering a Culture of One-IT Service Excellence

Every ticket is an opportunity to enhance the employee experience and contribute to our OneIT service culture. Your meticulous attention to detail and unwavering dedication to customer satisfaction will be invaluable. Welcome to the team, and let’s continue providing exceptional support! 🚀👥

Resources related to OneIT Service Excellence


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