Trouble Ticket Procedures

A.) Purpose

1.) AbHI – ICT is to provide customer support to the other departments and SBUs that make up entire AbHI wide group of companies.

2.) In an effort to ensure that all issues are handled in a high quality manner and to ensure that all customers complain are treated equally.

3.) These procedures will outline the responsibilities of the AbHI - ICT  and the End Users.

4.) The responsibilities AbHI – ICT and End – users (department or SBU) will be clearly defined on this procedure.

B.) Scope of flow 

Work starts from end-users (department or SBU representative) to problem ticketing and finally to AbHI-ICT for resolution. 

C.) Definition of Terms:

1. End – User       define as clients or customers of AbHI – ICT

2. SBU                  Strategic Business Units

3. COA                 Course of Action

4. Hot Line        is a point-to-point communications link in which a call is automatically directed to the preselected destination without any additional action by the user.


5. Ticketing         It brings in customer concerns from multiple channels like phone, email, and other forms of media into a single, easily accessible location where you get all the context you need


6. U and A          Understood and Accepted

D.) Overall Responsible

End user support supervisor


E.) Process Flow

#

PROCESS

ACCOUNTABLE

DETAILS

1

Report Problem

End Users

  1. Report concern to ict.support@abrahamholdings.ph
  2. Provide detailed problem encountered
  3. Only one (1) issue or request should be placed in a single ticket. Should multiple needs be required; multiple tickets should be entered into the system.
    • End - users should not attempt maintenance on any hardware or software unless directed to do so by IT Staff.

2

Ticketing system

AbHI - ICT

  1. Analyze concern and assigned to IT personnel (Admin or User Support)
  2. End - user will receive an email from the Ticketing system when the concern has been received and appropriately processed. This email will provide the details of the ticket including to whom the ticket has been assigned

3

Problem Analysis

AbHI - ICT

  1. IT personnel  commits to help the end - user identify critical issues and prioritize (fig.1) problems accordingly 
  2. IT Personnel will commit to communicate with the end - user in terms that they understand. IT Personnel will not use technical terms or jargon unless we are sure that the user will understand them. IT Personnel will explain things to the users as necessary.
  3. Identify level of Priority and response accordingly.
    • If the end –user is not contacted by the assigned IT Personnel within the expected amount of time (which is contained in the email), an escalation will automatically occur which will send additional automated emails. This will allow IT Staff personnel the opportunity to be reminded of the trouble ticket and its current status.
    • End – user will receive emails regarding any changes to the status of the ticket. Any concerns can be addressed with the IT Personnel assigned to the specific concern.

4

Resolution

AbHI - ICT

  1. Course of action (CoA) of the problem is determined by one or more IT Personnel working together to identify efficient and fast resolution. Courses of action generally fall within two specific methods.
    • Vendor Action
    • In-House Action
      1. IT Personnel will apply CoA that fits the problem presented.

5

U and A

AbHI – ICT/ End - User

  1. End – user will test the solution presented 
  2. If no problem found End – User will informed IT personnel concern on the approved status and the IT personnel will close the problem ticket
  3. When a ticket is closed, the end – user should be informed as to what the problem was, how it was handled, and whether there will be any additional problems.

4.      The end – user will be required to answer a short survey based on their ticket experience.

  • It is VITAL these surveys be completed when asked. Your help in determining the nature and quality of the services provided will enable IT Personnel to  continually improve the experiences for each individual involved


F.)Figures

PRIORITY

RESPONSE TIME

Critical

30 mins to 1 hour

High

2 hours

Medium

4 hours

Low

24 hours

Project

1 week to months

Fig 1

Critical trouble tickets – This problem will disrupt or immobilized the entire operation of the SBU.

High trouble tickets - generally affect multiple divisions or more. They have a significant impact on the Efficiency of the staff within the SBU

Medium trouble ticket - may affect selected personnel or a division within the SBU. The have a moderate impact on efficiency, but may have difficult workarounds to allow for continued operations.

Low trouble ticket - tend to affect only a single or very few people. They have a slight impact on Efficiency, and generally have an acceptable workaround.

Project trouble tickets - have no negative impact on current individuals working system. By including this priority into the trouble ticket system, IT personnel hope to capture the concerns and ideas of the SBU in an effort to promote better working conditions.

G.) Other concern

1. The ticketing system will respond to requests as per the following schedule:

* Standard Operating Hours are 8:00am to 5:00pm Monday through Friday

* Additional working hours will depend on the agreed Service Level Agreement (SLA)

2. A hot line. This should only be used if the other methods presented are unavailable. This method is Generally only available during standard office hours. The phone number to call is 02 – 88893935

H.) Computer Setup Standard Evaluation:

Exceed standards – Done ahead of time w/o valid complaint

Meet Standard – Done on time w/o valid complaint

Below Standard – Done late or 1 or more valid complaint

10

5

2.5


Note:

The Duration per Job Order may vary depending on the type of work assigned per ICT Personnel or specialist.