Objective
- To instruct it staff that create tickets in TeamDynamix on selecting the service for classifying the ticket
User
- IT workers with access to IT Tickets
Environment
Procedure
When is a service required?
- Incident and Service Request tickets: required
- Project requests: required, although it is acceptable to take a guess at the early stages and refine when more information is known
- Change tickets: optional but very helpful
What services may I select
In general, the IT Service Catalog contains the list of all available IT Services. These are meant to represent the value that we co-create with the institution for goodness to occur. The various technologies, processes, practices, people, and supplier/vendors come together to deliver that value in the form of a service.
While the Service Catalog is available in the client portal, it also includes some legacy request models that do not fit our definition of a service. For your convenience, this service catalog report, lists all of the services that one could select when choosing a service. There are three distinct cases where the services in our service catalog use a option specifically designed for the special cases where the IT Services do not match the situation in front of you:
- No Matching Service: This service indicates that you have reviewed the list of available services and the situation in front of you is outside all the services lists. Selecting this service triggers the service catalog practice to consider if a new service needs to be defined and added to the catalog
- Call Referral: At times, we receive inquiries or requests that are outside the scope of IT, such as a leaky faucet. In our strong customer service culture, we direct such interactions to the appropriate entry point where they belong.
- Spam/Junk: For literal spam email or other tickets, typically generated by email, that should be excluded from any reports / analysis regarding IT service management, such as training tickets or spam tickets
Note
- Effort is underway to flatten the service catalog and make it easier to navigate. When that effort concludes, the alphabetical listing of services may prove useful