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.
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