Best Practice- ITSM Processing

Incident & Service Request
Business  Practices


  •            The Responsible Group/Individual will get an email notification when a ticket has been assigned
  •            The Responsible Group/Individual that is providing the support to a client is the owner of work within the incident/service request
  •            Customers are contacted by Responsible Group/Individual assigned to the ticket within one business day (for low priority incidents/service requests) by email or phone to help resolve or to acknowledge receipt of request
  •            The Responsible Group/Individual will follow up with customer for more information, over and above what is required from First Level Support (FLS), and to provide resolution information
  •            FLS will be informed via email (distribution list: CS SD-ATSC) by Responsible Group/Individual if there is a trend or specific information to share
  •             Creation of Knowledge Base documents are encouraged to support self-service and FLS resolution.

Escalation Notifications

           Email Notification of an escalation in TD is to individual or group currently assigned the ticket and to assigned group manager

  •           Service Level Agreement Escalation process occurs when ticket status has not changed from New/Open within assigned timeframe
  •           Current process begins at ticket creation based on SLA escalation value, Service Desk Supervisors guide staff on when to change from the default of one business day.
  •            SLA Values:

                           Low: escalate in one business day (9 hours) Default

                            Medium: escalate in 4 hours

                            High: escalate in 1 hour

                            Critical: escalate in 15 minutes

                 For High and Critical SLA values Service Desk Supervisors will call the Service Owner or Specialist

Monitoring Queues

  •  The Group Coordinator is a process role associated with monitoring queues for tickets assigned to specific group(s)
  •  Each AT/IT group manages their queues in a way that works for them
  •  Some teams have one Group Coordinator; other groups rotate this responsibility and many staff act in this role
  •  Tickets are assigned to individuals no more than 1 business day of posting to queue (sooner if the ticket has a higher SLA value)
  •  Once assigned, status is no longer New; the status needs to be updated to avoid escalation
  •  ITSM tickets in queue are monitored to ensure timely closure when the customer has information needed and issue/inquiry is considered complete

Re-queueing a Ticket

  •  If an incident or service request needs another group to work on it:
    • indicate in ticket why it is being forwarded
    • queue to that Responsible Group
    • save
  •  After queued to new group, assignment to an individual can occur
  • If re-routing to the Help Desk is needed:
    • queue to Responsible Group: Help Desk (Follow-up) (Group)
    • indicate why ticket is being forwarded.


Article ID: 1569
Fri 7/19/19 6:11 PM
Thu 1/20/22 8:36 AM