Transcript Slide 1
Anatomy of a Trouble(d) Ticket: Martha Lundgren Texas Association of School Boards Copyright 2007, Texas Association of School Boards Thanks to Tarina Williams and the ITT group at Austin Energy for sharing templates and internal training materials. Benefits of ticket documentation best practices Minimize customer frustration Reduce duplication of work Benefits of ticket documentation best practices (cont.) Increase credibility of support staff Promote collaboration Benefits of ticket documentation best practices (cont.) Speed knowledge transfer Promote problem management and problem prevention “The truth, the whole truth, and nothing but the truth” Three C’s – Complete, Concise, Correct • Complete – Every incident/request gets logged! – Who? What? When? Where? How? – Priority, severity, impact, urgency – Others? Three C’s . . . • Concise – – – – BLUF Just the facts, ma’am Lists vs narrative Ask one, answer one Three C’s . . . • Correct – Client information Acme Brik Three C’s . . . • Correct – Client information – Short subject description Three C’s . . . • Correct – Client information – Short subject description – Specific steps to perform a function or fix One more . . . Commitment Writing ticket descriptions, resolutions and notes Who are you writing for? • Know your audience – Who are you writing for? – What do they want from you? – Writing style appropriate to audience Incident manager Level II techs Problem manager Peer techs Your manager The customer Knowledge manager Yourself . . . or all of the above? Keep it professional • Address the service request, not the person or personality • <snip> quotes from e-mail • Use only common, widely used abbreviations • Avoid jargon • First or third person; names or pronouns? • Grammar and spelling matter Organizational Standards • Specific • Objective • Actionable • Relevant • Professional Documentation improvement program 1. Review current state 2. Develop a. organizational standards b. standardized ticket scorecard c. training and coaching program 3. 4. 5. 6. 7. Pilot Review results of the pilot Communicate WIIFM Train – Coach – Review – Repeat Incorporate in new hire training Service Ticket Quality Assessment What’s wrong (and right!) with these tickets? In c id e n t # 60936 O p e n e d o n 1 0 /0 4 /2 0 0 6 b y Jo h n S to ckto n A ssig n e d to Jo h n S to ck to n C lo se d o n 1 0 /0 4 /2 0 0 6 b y Jo h n S to ckto n C lie n t N a m e O rg a n iza tio n D o ra E xp lo re r R o o ste r IS D Phone E xte n sio n S u b je ct B B P ro b le m s C o n ta ct T yp e B o a rd b o o k B u ild in g Room P rio rity 3 In cid e n t D e scrip tio n R e so lu tio n ca n n o t g e t b o a rd b o ok to o p e n . A ll I g e t is a b e e p w h e n I click o n b o a rd b o o k b u t I ca n g o to a n y o th e r p la ce o n m yta sb . U se r h a d p o p u p b lo cke rs tu rn e d o n . I ke ep te llin g h im n o t to . In c id e n t # 60951 O p e n e d o n 1 0 /0 5 /2 0 0 6 b y Jo h n S to ckto n A ssig n e d to P h illip L a n g o ria C lo se d o n 1 0 /0 5 /2 0 0 6 b y Jo h n S to ckto n C lie n t N a m e O rg a n iza tio n Je re m y B o rn ste in TASB Phone E xte n sio n 73217 S u b je ct T e le p h o n e issu e s C o n ta ct T yp e T e le p h o n e B u ild in g Room S 32139 P rio rity 3 In cid e n t D e scrip tio n R e so lu tio n M y h ip a th ke e p s lo ckin g u p a n d I ca n n o t log in R e f to P h il In c id e n t # 60959 O p e n e d o n 1 0 /0 9 /2 0 0 6 b y S h irle y Jo n e s A ssig n e d to M ich a e l Jo rd a n C lo se d o n 1 0 /0 9 /2 0 0 6 b y M ich a e l Jo rd a n C lie n t N a m e O rg a n iza tio n M a ry B ro u ille t TASB Phone E xte n sio n 72240 S u b je ct O u tlo o k P ro file P ro b le m s C o n ta ct T yp e TASB B u ild in g Room N 31058 P rio rity 2 In cid e n t D e scrip tio n R e so lu tio n P a rt 1 : C a n n o t o p e n an y O u tlo o k m a ilb o x; a ll p ro file s p ro m p t fo r a pa ssw o rd a n d n o p a ssw o rd is a cce p te d . C h a n g e d n e tw o rk p a ssw o rd th is m o rn ing . P a rt 2 : C a n n o w lo g in to h e r o w n m a ilb o x b u t is p ro m p te d fo r a p a ssw o rd a n d sh o u ld n o t b e . C a n n o t lo g in to fa x m a ilb o x. P a rt 1 : F a x m a ilb o x h a d b e e n lo cke d . A n d y re se t th e p a ssw o rd . P a rt 2 : A n d y su g g e ste d re sta rtin g P C a n d tryin g a g a in . W alke d u se r thro u g h lo g g in g in to b o th a ccou n ts. Ju st n e e d e d th e co rrect p a ssw o rd fo r D P C F a x a n d h a d u se r p u t in ne w n e tw o rk p a ssw o rd fo r p ro m p t a n d sa ve p a ssw o rd . References • Neider, Julie - Basic Writing Skills for The Support Professional (HDI Focus Book) • Muns, Ron –The Call Ticket “Long Description” (Muns Report, Vol. 5 No. 11)