Tickets, priority and SLA clocks

Skills you'll practise

• Capture the details a ticket needs at intake so that nobody has to call the customer back to ask again
• Classify a request as an incident, service request, problem or change
• Set priority from impact and urgency using your MSP's matrix, and re-set it when the situation changes
• Choose the status that reflects the real state of the work, and explain which statuses pause or stop an SLA clock
• Calculate an SLA due time in business hours and spot tickets at risk of breaching

Course outline

1. 1.Intake: getting the ticket right the first timeLesson · 14 min
2. 2.Priority = impact × urgencyLesson · 14 min
3. 3.Statuses and SLA clocksLesson · 18 min
4. 4.Tickets, priority and SLA clocks: knowledge checkKnowledge check · 15 questions
5. 5.Monday morning on the service boardScenario
6. 6.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ITIL 4 practice guidance (incident management, service request management, service level management), AXELOS / PeopleCert
• Autotask PSA Help: Introduction to service level management (SLA events First Response, Resolution Plan, Waiting Customer, Resolved)
• Autotask PSA Help: Introduction to tickets (ticket types, ticket numbers, tickets vs projects, ticket categories)
• Halo guides: Service Level Agreements (SLAs) (priorities, response/resolution targets, hold, workdays, auto-release)
• Syncro documentation: Work with Service Level Agreements (SLAs)