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Document Control | |
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Version |
1.0 |
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Date |
18/09/2023 |
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Author |
Luke Saxby |
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Review Date |
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Table of Contents
1. Introduction
2. Objective
3. Scope
4. Ticket Closure Process
4.1. Identify Closure Criteria
4.2. Review and Verification
4.3. Documentation
5. Roles and Responsibilities
5.1. Service Desk Analysts
5.2. Incident and Problem Managers
5.3. Change Management Team
6. Ticket Closure Best Practices
6.1. Communication
6.2. Knowledge Sharing
6.3. Automation
6.4. Post-Closure Review
7. Metrics and Performance Measurement
8. Continuous Improvement
9. Conclusion
1. Introduction
Ticket closure is a vital part of our IT service management process in alignment with ITIL principles. This SOP provides guidance on effectively closing tickets within Fresh to ensure incident, service request, and problem resolutions are documented, and end-users are satisfied.
2. Objective
The objective of this SOP is to define the process for closing tickets in Fresh, ensuring that all criteria are met, proper documentation is maintained, and best practices are followed to improve IT service delivery.
3. Scope
This SOP applies to all IT personnel responsible for closing tickets in Fresh.
4. Ticket Closure Process
4.1. Identify Closure Criteria
- Define closure criteria, including:
- Confirmation from the end-user that the issue is resolved.
- Technical verification of the resolution.
- Documentation of root causes (for problems).
- Completion of associated changes (for changes related to problems).
4.2. Review and Verification
- Verify the resolution according to established procedures.
- Confirm end-user satisfaction through communication or surveys.
- Ensure all documentation is accurate and complete.
4.3. Documentation
- Update the ticket with detailed information regarding the resolution.
- Include any lessons learned or information that may aid future problem resolution.
- Close the ticket in Fresh.
5. Roles and Responsibilities
5.1. Service Desk Analysts
- Ensure all necessary troubleshooting steps are completed.
- Communicate with end-users to confirm issue resolution and satisfaction.
- Update ticket details with accurate information.
- Follow established procedures for ticket closure.
5.2. Incident and Problem Managers
- Oversee the resolution process.
- Ensure that root causes of problems are identified and documented.
- Approve the closure of major incidents and problems.
5.3. Change Management Team
- Review and approve changes related to problem resolution.
- Ensure that change records are updated and closed in coordination with problem tickets.
6. Ticket Closure Best Practices
6.1. Communication
- Maintain open and clear communication with end-users.
- Confirm resolution and satisfaction before closing the ticket.
6.2. Knowledge Sharing
- Encourage knowledge sharing among IT staff to improve future incident and problem resolution.
- Document solutions and best practices.
6.3. Automation
- Implement automation where possible to expedite the closure process and reduce manual effort.
6.4. Post-Closure Review
- Conduct post-closure reviews to identify areas for improvement.
- Assess the effectiveness of the ticket closure process.
7. Metrics and Performance Measurement
- Monitor and measure key performance indicators (KPIs) related to ticket closure, such as:
- Average time to ticket closure.
- Ticket closure rate.
- End-user satisfaction scores.
- Rate of re-opened tickets.
- Use these metrics to identify trends and areas for improvement.
8. Continuous Improvement
- Continuously assess and improve the ticket closure process by:
- Regularly reviewing and updating closure criteria.
- Analysing trends in ticket closure metrics.
- Implementing changes to streamline and enhance the closure process.
9. Conclusion
Efficient ticket closure is crucial for delivering high-quality IT services and maintaining end-user satisfaction. By following the ITIL principles and best practices outlined in this SOP, we can ensure that incidents, service requests, and problems are resolved effectively, documented thoroughly, and contribute to the overall improvement of IT service delivery.