Hello ITIL pratictioner,
Microsoft Teams Ticketing System by TeamsWork is a versatile tool. You will read here below how to transform a ticketing instance to support some of ITIL Service Operation Processes.
What is ITIL?
The IT Infrastructure Library (ITIL) is an IT service management framework that outlines best practices for delivering IT services. The objective of ITIL Service Operation is to ensure IT services are delivered effectively and efficiently. This lifecycle stage includes fulfilling user requests, resolving service failures, fixing problems, and carrying out routine operational tasks.
Main Processes in ITIL Service Operation
The ITIL service lifecycle stage of Service Operation includes the following main processes:
Incident Management: Manage the lifecycle of all incidents with the primary objective of restoring IT services to users as quickly as possible.
Problem Management: TPrevent incidents from happening and minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes incident records and uses data from other IT Service Management processes to identify trends or significant problems.
While ITIL Service Operation includes many other processes, we will focus on these two to illustrate our purpose.
Configuring Microsoft Teams Ticketing System to Support ITIL Service Operation
Microsoft Teams Ticketing by TeamsWork offers robust features and customization options to align with ITIL processes. To install the apps, simply go here and click "Add to Teams." You can also watch this video for step-by-step instructions.
1) Create Different Tags to Categorize Tickets as Incidents or Problems
Navigate to the settings in Microsoft Teams Ticketing and create different tags to categorize tickets as incidents or problems. These tags will help in quickly identifying the nature of the ticket, ensuring that each issue is addressed appropriately according to ITIL guidelines.
2) Customize the Ticket Forms to Align with ITIL Incident and Problem Management Requirements
Deactivate standard fields that are not needed and add custom fields that capture essential information for ITIL incident and problem records
3) Configure Ticketing Workflow To align with ITIL Statuses
In ITIL, the service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement. Within these stages, particularly in service operation, incident and request fulfillment processes can be managed through a ticketing system with a workflow that reflects the following ITIL-aligned statuses:
New: The initial state when a ticket is logged.
Assigned: The ticket has been assigned to the appropriate team or individual.
In Progress: Work has started on the ticket; it's actively being investigated or worked on.
Pending: Awaiting further information, vendor support, or a scheduled change.
Resolved: The issue has been addressed, but it needs to be confirmed by the requester.
Closed: The ticket is completed and confirmed by the requester or automatically after a set period post-resolution.
Cancelled: The issue is no longer relevant or the requester withdraws the ticket.
On Hold: The ticket is temporarily on hold due to various reasons (e.g., awaiting a release window, dependent on another issue).
Escalated: The ticket needs to be handled at a higher urgency level or by higher-level support.
Reopened: The ticket has been reopened due to the issue reoccurring or not being adequately resolved.
Once done, you now have ticketing instance to support ITIL service operation in Microsoft Teams.
Managing Incidents using Microsoft Teams Ticketing
With your configuration in place, you can start capturing and managing incidents effectively. The system will help you track incidents from initiation to resolution, ensuring compliance with ITIL best practices and improving overall service quality. Learn more about it here.
Hope you enjoyed this tutorial.
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