Requirements for Developing the Reporting of the Ticketing System
Pelkki, Miia (2013)
HAAGA-HELIA ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013121521254
https://urn.fi/URN:NBN:fi:amk-2013121521254
Tiivistelmä
This thesis is made for a company providing IT services and support to their clients. The center of the customer service functions is the ticketing system through which the service requests are managed. At present, however, there is a need for further efficiency, planning and resource allocation due to the growing number of clients and service requests (tickets).
The main objective of the thesis was to find out how the current ticketing system should be developed in order to get more relevant data out of the system for the company management to plan the resources and business processes. Another goal was to find options for the ticketing system from third party software that would offer the desired features.
The theoretical background of the thesis lies in the best practices for IT services in the IT Infrastructure Library framework (ITIL). As a method for mapping out the problems in the current system, a survey among the company management was conducted.
Based on these foundings, two third party options offering the desired features were represented. In addition, the survey indicated that the system holds a lot of information that, however, is not easily formed into a report. The main deficiency is the lack of statistical information of the received, critical, processed and solved tickets.
As a conclusion, an action plan is presented and the thesis will work as a guide for the development of the reporting of the ticketing system.
The main objective of the thesis was to find out how the current ticketing system should be developed in order to get more relevant data out of the system for the company management to plan the resources and business processes. Another goal was to find options for the ticketing system from third party software that would offer the desired features.
The theoretical background of the thesis lies in the best practices for IT services in the IT Infrastructure Library framework (ITIL). As a method for mapping out the problems in the current system, a survey among the company management was conducted.
Based on these foundings, two third party options offering the desired features were represented. In addition, the survey indicated that the system holds a lot of information that, however, is not easily formed into a report. The main deficiency is the lack of statistical information of the received, critical, processed and solved tickets.
As a conclusion, an action plan is presented and the thesis will work as a guide for the development of the reporting of the ticketing system.