Lecture notes
Ticketing Tools & ITIL Fundamentals – Incident Management, SLAs, KPIs, Priorities & Service Requests | Complete Summary Notes
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14-11-2025
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This document provides an overview of IT ticketing systems, including how they track, manage, and prioritize support requests across tools such as ServiceNow, Remedy, Zendesk, Freshdesk, and others. It explains ITIL concepts including incidents, service requests, SLAs, KPIs, and major incident categorization. A detailed priority matrix is included, outlining P1–P5 classifications, response targets, and real-world examples. These notes serve as a practical guide for IT support professionals preparing for interviews or working with IT service management frameworks
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Institution
University Of The People
Module
R3eyhr
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Written for
- Institution
- University Of The People
- Module
- R3eyhr
Document information
- Uploaded on
- November 14, 2025
- Number of pages
- 6
- Written in
- 2025/2026
- Type
- Lecture notes
- Professor(s)
- Dtgn
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- All classes
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