MSP-03d » Service Ticket Closeout

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The excitement of resolving a service ticket often overshadows the need to complete the administrative processing of the ticket prior to closure. Unfortunately, the resulting loose ends can result in client satisfaction issues and wasted effort due to rework. Updating documentation on the client's environment after a change and properly updating ticket notes and time entry are two of the elements that are frequently missed.

Module 03d, Service Ticket Closeout, provides the process foundation for complete ticket closure. This module comes in two variants: (a) a one-step close process where the engineer closes the ticket directly, and (b) a two-step process in which the engineer completes the ticket, followed by a quality control check prior to closure.

This module consists of the Module Overview Diagram plus 3 pages of detailed process maps personalized for your company.

Benefits
Components
  • Greater client satisfaction resulting from complete closure
  • Reduced rework due to inaccurate documentation
  • Better follow-through in situations which require a root cause analysis

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Notify client the ticket is completed and will be closed
  • Update the Configuration Database and close out Change Management if changes are made
  • Escalate to Problem Management if a work around was used
  • Gauge client satisfaction with the service

At the onset of this process:

  • Service has been restored and tested after an incident (or)
  • Service request has been fulfilled and tested, when possible
  • Verification has been attempted with the client
  • Service ticket status has been updated
  • Service ticket notes have been updated

Upon completion of this process:

  • Service ticket is closed
  • Problem Management ticket has been initiated (if appropriate)
  • Change Management has been closed out (if appropriate)
  • Configuration Database has been updated (if appropriate)
  • Client Satisfaction survey has been sent (if appropriate)
  • Service ticket Quality Assurance checks are complete

This process module includes these sub-processes:

  • 03d.01 Administrative Completion
  • 03d.02 Resolution Follow Up
  • 03d.03 Service Ticket Quality Control
  • 03d.04 Client Satisfaction Survey

These metrics and KPIs provide an indication of process performance:

  • Aged Service Ticket Backlog
  • Client Satisfaction - Service Tickets
  • First Contact Resolution Rate
  • Internal Knowledge Base Growth Rate
  • Service Ticket Reopen Rate
  • Service Tickets Closed Per Engineer
  • Service Ticket QC Deficiency Rate

Process Overview Diagram