Ticketing Tool
A ticketing system allows IT support to track, manage, speed up, and deal effectively with
incidents. The ticketing software can automatically distribute and assign incidents to the right IT
staff member. It can also automatically carry out simple tasks to save time and resources
ticketing system is a help desk software program used to process, manage, and track
customer issues from submission to resolution. Ticketing systems automatically organize and
prioritize support requests in a central dashboard. Users can tag, categorize, and assign tickets
as they come in
Help Desk
Zendesk
SysAid
Spiceworks
Freshdesk
HubSpot Service Hub
Zoho Desk
Help Crunch
Service Now
Remedy
Heat
service-level agreement- SLA
A service-level agreement (SLA) defines the level of service expected by a customer from a
supplier, laying out the metrics by which that service is measured, and the remedies or
penalties, if any, should the agreed-on service levels not be achieved.
What KPI means?
key performance indicator
KPI stands for key performance indicator, a quantifiable measure of performance over time for
a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress,
and insights that help people across the organization make better decisions.
What is ITIL?
Information Technology Infrastructure Library
ITIL stands for Information Technology Infrastructure Library. The acronym was first used in
the 1980s by the British government's Central Computer and Telecommunications Agency
(CCTA) when it documented dozens of best practices in IT service management and printed
them for distribution
Service Request
A service request is defined as a request from a user or a user's authorized representative that
initiates a service action which has been agreed as a normal part of service delivery. Service
requests are not used in response a failure or degradation of service (which are handled as
incidents).
1
IT Gateway
A ticketing system allows IT support to track, manage, speed up, and deal effectively with
incidents. The ticketing software can automatically distribute and assign incidents to the right IT
staff member. It can also automatically carry out simple tasks to save time and resources
ticketing system is a help desk software program used to process, manage, and track
customer issues from submission to resolution. Ticketing systems automatically organize and
prioritize support requests in a central dashboard. Users can tag, categorize, and assign tickets
as they come in
Help Desk
Zendesk
SysAid
Spiceworks
Freshdesk
HubSpot Service Hub
Zoho Desk
Help Crunch
Service Now
Remedy
Heat
service-level agreement- SLA
A service-level agreement (SLA) defines the level of service expected by a customer from a
supplier, laying out the metrics by which that service is measured, and the remedies or
penalties, if any, should the agreed-on service levels not be achieved.
What KPI means?
key performance indicator
KPI stands for key performance indicator, a quantifiable measure of performance over time for
a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress,
and insights that help people across the organization make better decisions.
What is ITIL?
Information Technology Infrastructure Library
ITIL stands for Information Technology Infrastructure Library. The acronym was first used in
the 1980s by the British government's Central Computer and Telecommunications Agency
(CCTA) when it documented dozens of best practices in IT service management and printed
them for distribution
Service Request
A service request is defined as a request from a user or a user's authorized representative that
initiates a service action which has been agreed as a normal part of service delivery. Service
requests are not used in response a failure or degradation of service (which are handled as
incidents).
1
IT Gateway
