How to Stop IT Tickets from Getting Lost | ITIL in Action - video Dailymotion

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Tired of IT tickets disappearing with no response? Learn how to fix it step by step with ITIL’s incident management best practices. We are accredited by the world’s leading certification bodies.  👉 Master ITIL with us: https://www.advisedskills.com/it-service-management/itil-4-foundation  #ITIL #ITIL4 #ITServiceManagement #ITTraining #AdvisedSkills #ITSupport #IncidentManagement #Shorts

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00:00Attil Foundation, how to stop IT tickets from getting lost?

00:05I reported the issue yesterday. No one replied. Does it even see my ticket?

00:11That happens when there's no clear incident management process in place.

00:15Here's how to fix it, the right way, following ITIL practices.

00:18Step 1. Use one entry point for all tickets, like a portal or service email.

00:24Step 2. Send automatic confirmation so users know their issue was logged.

00:28Step 3. Prioritize incidents, small printer issue versus full system outage.

00:34Step 4. Define SLAs, the maximum response and resolution times.

00:38Step 5. Keep users updated on progress, even if the issue isn't solved yet.

00:43With a clear process, no ticket gets lost and users start trusting it again.

00:48Learn ITIL practices that make it service efficient and human.

00:53Master ITIL with us and turn your IT team into a Service Excellence powerhouse.

00:59Step 6.

01:13Set 2.

01:17Step 6.

01:20Step 7.

How to Stop IT Tickets from Getting Lost | ITIL in Action

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