A basic taxonomy for service records (tickets)
This is a taxonomy (a naming or categorising system) for the records you need to track when supporting services (the Respond practice area).
Interaction: with your consumers, whether by phone, email, Twitter or accosted in the hallway
Action: I'd like to say Service but man is that an exhausted word!
Support: not everything will be/needs to be fixed so not Repair
Input: the user is contributing
Problems: the underlying causes
Interruptions: to service, i.e. the actual period of the outage
- Provisioning: User requires access to a service or part of a service, e.g. a security permission, a menu option, a token, a digital certificate, a client install, a desktop device, a phone, etc.
- Booking: Scheduled attendance at training, seminar, meeting, reservation of a resource, annual leave.
- Ordering: Books, desks, catering, stationery, travel.
- Change: as defined by change management, typically means change to a CI. Some organisations allow users to open RFCs directly, others have some form of prior request entity.
- Work: tasks that falls outside change management. Run a report. Move a PC. Install a projector.
- Incident: an unplanned interruption to an IT service or reduction in the quality of an IT service. (Question: if an interruption or degradation of service is within the terms of the SLA, is it an Incident? )
- Fault: Failure or detected imminent failure of a CI, no service impact (yet). Only users within IT would be expected to report these, or an automated tool. If confirmed, it will spawn a Problem. (This was much debated recently)
- Help: Correcting data arising from user error (NOT from a Problem). Restoring a deleted file, untangling a mess...
- Advice: How do I … ? Should I … ? Which is the best way to … ?
- Proposal: The service desk can be a front-end to the demand component of project portfolio management. Think of it as a Request For Project.
- Suggestion: idea, requirement, request. Something less formal or evolved than a proposal but might lead to one.
- Feedback: praise, reported experience, remarks.
- Complaint: poor experience.
Of course Complaint had to be #13.
Whatever tool you use to record this information may force a different taxonomy - way of grouping and categorising. This is an "ideal" model: try to get as close to it as you can with your own system.