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Anatomy of a Trouble(d) Ticket: Martha Lundgren Texas Association of School Boards Copyright 2007, Texas Association of School Boards.

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Presentation on theme: "Anatomy of a Trouble(d) Ticket: Martha Lundgren Texas Association of School Boards Copyright 2007, Texas Association of School Boards."— Presentation transcript:

1 Anatomy of a Trouble(d) Ticket: Martha Lundgren Texas Association of School Boards Copyright 2007, Texas Association of School Boards

2 Thanks to Tarina Williams and the ITT group at Austin Energy for sharing templates and internal training materials.

3 Benefits of ticket documentation best practices Minimize customer frustration Reduce duplication of work

4 Benefits of ticket documentation best practices (cont.) Promote collaboration Increase credibility of support staff

5 Benefits of ticket documentation best practices (cont.) Speed knowledge transfer Promote problem management and problem prevention

6 The truth, the whole truth, and nothing but the truth

7 Three Cs – Complete, Concise, Correct Complete –Every incident/request gets logged! –Who? What? When? Where? How? –Priority, severity, impact, urgency –Others? etc.

8 Three Cs... Concise –BLUF –Just the facts, maam –Lists vs narrative –Ask one, answer one

9 Three Cs... Correct –Client information Mary Jones Acme Brik

10 Three Cs... Correct –Client information –Short subject description

11 Three Cs... Correct –Client information –Short subject description –Specific steps to perform a function or fix

12 One more... Commitment

13 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?

14 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

15 Organizational Standards Specific Objective Actionable Relevant Professional

16 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

17 Service Ticket Quality Assessment

18 Whats wrong (and right!) with these tickets?

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22 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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