Three Cs... Concise –BLUF –Just the facts, maam –Lists vs narrative –Ask one, answer one
Three Cs... Correct –Client information Mary Jones Acme Brik
Three Cs... Correct –Client information –Short subject description
Three Cs... Correct –Client information –Short subject description –Specific steps to perform a function or fix
One more... Commitment
Writing ticket descriptions, resolutions and notes 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? Who are you writing for?
Keep it professional Address the service request, not the person or personality quotes from 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.Pilot 4.Review results of the pilot 5.Communicate WIIFM 6.Train – Coach – Review – Repeat 7.Incorporate in new hire training
Service Ticket Quality Assessment
Whats wrong (and right!) with these tickets?
References Neider, Julie - Basic Writing Skills for The Support Professional (HDI Focus Book)Basic Writing Skills for The Support Professional Muns, Ron –The Call Ticket Long Description (Muns Report, Vol. 5 No. 11)
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