ITR - IT Reality

Ticket Systems... They're everywhere & you need one.

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Topics discussed:

  • Ticket system options
  • Spiceworks
  • JIRA/Atlasian
  • ZenDesk
  • Kaseya
  • FreshService / FreshDesk
  • Kayako
  • SalesForce
  • IssueTrak
  • Henry’s Favorite: Happy fox?
  • The one Henry hates: Service NOW!
  • Paper based?
  • Emails AKA your inbox?
  • Custom made ticket systems
  • Why they matter
    • Minimal staff
  • Issue tracking / history
  • Common interface
  • Human brains forget stuff
  • User Training. Stepping stone to further user training...
  • Use Cases
    • IT orgs
  • Service Providers
  • Other Business units work tracking?
  • Individual work management?
  • Request handling due to automated ticket creation
  • He said / She said tracking...
  • Feature sets
    • Integrations with other systems
  • Workflows
  • Remote control
  • Phone System entry
  • Email acceptance
  • Web Based vs Web exposed
  • How to be successful using them
    • Cleanup of tickets as well as environment management
  • Notes/comments about users/objects/issues
  • Internal Processes
  • Resolution documentation
  • Experience navigating ticket systems
  • How to Manage them
    • RH: Be patient, adoption can take 6 months
  • Top down management is key. Upper levels need to back the implementing group
  • Metrics are not the end all be all. Consider context when managing
  • Labor management
    • ...more
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    ITR - IT RealityBy Vince Wood
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