When a company is small with a small IT team of 3 people, it’s easy where all the tickets assigned can be communicated internally. But when it starts growing, assignment, responsibility and ownership becomes a big headache. Let say in a typical environment of a 200 staff IT company. We have the following teams: windows, […]

Everyone in the IT talks about SLA, lives by the SLA and meet up weekly to discuss on the SLA. Why is SLA so important and how did it come about? The secret behind the SLA is actually to the IT department’s favour. It’s all about setting customer’s expectation.

 Now that we know the importance of this “priority” field, in my last blog entry, let’s take a look at how companies use it. Here are some classification factors I came across during my FP implementation experience with my projects:

Stated in ITIL, priority selection should be dependent on 2 other fields in the ticket: Impact and Urgency.  There is never a right or wrong answer for priority grading as it can vary between companies.

Incident Management’s workflow is simple!  Customer calls the helpdesk, helpdesk logs a ticket, assigns it to onsite engineers, engineer goes onsite to help customer resolve the problem.  What’s there more to talk about?