Flashcards on Service Desk Ticket Management

Click on the flashcard to see the answer


What is the purpose of a service desk ticket management system?

The purpose of a service desk ticket management system is to log, track, and manage customer requests or issues.

What are some popular service desk ticket management tools used by companies?

Some popular service desk ticket management tools include Jira, Zendesk, Freshservice, and ServiceNow.

What is the difference between incident management and problem management in service desk ticket management?

Incident management deals with immediate issues that need to be resolved quickly, while problem management focuses on identifying and addressing the root causes of recurring issues.

What information should be included in a service desk ticket?

A service desk ticket should include the name and contact information of the requester, a brief description of the issue, and any relevant attachements or screenshots.

How can a service desk ticket management system help improve customer satisfaction?

A service desk ticket management system can help improve customer satisfaction by providing quick and efficient resolution to issues, while also keeping customers informed on the status of their request.

What is SLA in service desk ticket management?

SLA, or Service Level Agreement, refers to the agreed upon level of service between the service provider and customer. It outlines the expectations on response time and issue resolution.

What is meant by the term 'ticket triage' in service desk ticket management?

Ticket triage refers to the process of quickly identifying urgent issues and prioritizing them for immediate resolution.

What are some key metrics used to measure the effectiveness of a service desk ticket management system?

Some key metrics used to measure the effectiveness of a service desk ticket management system include ticket volume, first response time, mean time to resolution, and customer satisfaction ratings.

What are some common challenges faced in service desk ticket management?

Some common challenges faced in service desk ticket management include difficulty in prioritizing tickets, lack of resources or manpower to handle large volumes of requests, and communication breakdown between service provider and customer.

What is ITIL in service desk ticket management?

ITIL, or Information Technology Infrastructure Library, is a set of best practices and guidelines for IT service management, including service desk ticket management.

What is the difference between a service request and an incident in service desk ticket management?

A service request is a routine request for a service, such as password reset or access request, while an incident is an unexpected issue or problem that needs immediate attention.

What is the role of the service desk in service desk ticket management?

The service desk is responsible for receiving, logging, and managing customer requests or issues through a service desk ticket management system.

What is the difference between a service desk and a help desk in service desk ticket management?

A service desk is typically more comprehensive than a help desk, as it also includes incident and problem management, while a help desk mainly focuses on resolving user issues related to technology.

What are some benefits of using a service desk ticket management system?

Some benefits of using a service desk ticket management system include increased efficiency and productivity, improved customer satisfaction, and better communication between service provider and customer.

What is the difference between a ticket status and a ticket priority in service desk ticket management?

A ticket status refers to the current stage of completion for a ticket, while a ticket priority indicates the level of urgency for the ticket to be resolved.

What is the purpose of a service desk ticket management system?

The purpose of a service desk ticket management system is to log, track, and manage customer requests or issues.

What are some popular service desk ticket management tools used by companies?

Some popular service desk ticket management tools include Jira, Zendesk, Freshservice, and ServiceNow.

What is the difference between incident management and problem management in service desk ticket management?

Incident management deals with immediate issues that need to be resolved quickly, while problem management focuses on identifying and addressing the root causes of recurring issues.

What information should be included in a service desk ticket?

A service desk ticket should include the name and contact information of the requester, a brief description of the issue, and any relevant attachements or screenshots.

How can a service desk ticket management system help improve customer satisfaction?

A service desk ticket management system can help improve customer satisfaction by providing quick and efficient resolution to issues, while also keeping customers informed on the status of their request.

What is SLA in service desk ticket management?

SLA, or Service Level Agreement, refers to the agreed upon level of service between the service provider and customer. It outlines the expectations on response time and issue resolution.

What is meant by the term 'ticket triage' in service desk ticket management?

Ticket triage refers to the process of quickly identifying urgent issues and prioritizing them for immediate resolution.

What are some key metrics used to measure the effectiveness of a service desk ticket management system?

Some key metrics used to measure the effectiveness of a service desk ticket management system include ticket volume, first response time, mean time to resolution, and customer satisfaction ratings.

What are some common challenges faced in service desk ticket management?

Some common challenges faced in service desk ticket management include difficulty in prioritizing tickets, lack of resources or manpower to handle large volumes of requests, and communication breakdown between service provider and customer.

What is ITIL in service desk ticket management?

ITIL, or Information Technology Infrastructure Library, is a set of best practices and guidelines for IT service management, including service desk ticket management.

What is the difference between a service request and an incident in service desk ticket management?

A service request is a routine request for a service, such as password reset or access request, while an incident is an unexpected issue or problem that needs immediate attention.

What is the role of the service desk in service desk ticket management?

The service desk is responsible for receiving, logging, and managing customer requests or issues through a service desk ticket management system.

What is the difference between a service desk and a help desk in service desk ticket management?

A service desk is typically more comprehensive than a help desk, as it also includes incident and problem management, while a help desk mainly focuses on resolving user issues related to technology.

What are some benefits of using a service desk ticket management system?

Some benefits of using a service desk ticket management system include increased efficiency and productivity, improved customer satisfaction, and better communication between service provider and customer.

What is the difference between a ticket status and a ticket priority in service desk ticket management?

A ticket status refers to the current stage of completion for a ticket, while a ticket priority indicates the level of urgency for the ticket to be resolved.

Share


Login to Save


Share



Login to Save


Explore Other Decks


Made for Grade 7

L'Illuminismo


View Deck
Made for Grade 8

Ivan Franko - Ukrainian Literary Phenomenon


View Deck
Made for Grade 9

Computer Components


View Deck

Explore More