With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket category classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs an ITIL ticket classification scheme to handle the customer’s ITIL ticket type issues when they contact the Help Desk for support. Proper ITIL ticket classification of an issue when a Help Desk ticket is created, enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
Whether you use Service Now, BMC Remedy, Cherwell or another ticketing system, Build a Help Desk CREATE allows companies to reduce the organization’s support costs by streamlining the Help Desk ticket classification process, quickly identify support trends and focus valuable Information Technology resources on targeted business process improvement with helpdesk categories.
CREATE Help Desk Ticket Classification
- Collect and export a 6-month sample of Help Desk ticket data.
- Review the exported ticket data and create a future state ticket classification scheme.
- Evaluate the proposed ticket classification scheme against production data by applying the proposed classification scheme to the exported ticket data.
- Adjust the ticket classification scheme to balance the ticket classification categories.
- Train the stakeholders and staff on how to use the new ticket classification scheme.
- Execute implementation of the new Help Desk ticket classification scheme into production.
CREATE Step 1 Collect – Help Desk ticket data collection
A Help Desk industry standard is for every customer contact handled by your Help Desk, a ticket must be created. While your Help Desk ticket classification scheme may be disorganized at this point, your ticket data will hold a wealth of useful data. During the collect phase, you should query your ticket application for 6 months of previous ticket data.
CREATE Step 2 Review your exported ticket data and create your future state ticket classification scheme.
Review the exported ticket data to find out what is working and where improvements are needed. This includes reviewing the most used and seldom used Help Desk ticket categories. Reviewing ticket data also includes removing ambiguous categories and improve ticket quality.
To create the future state ticket classification scheme, it is important to understand how Help Desk ticket categories will truly help meet your business needs. The most common ticket category schemes are by type, by service and by department.
CREATE Step 3 Evaluate – Apply the future state classification scheme to the exported ticket data.
It’s time to test the proposed classification scheme. This step can be time consuming work but it is very important. By reclassifying the legacy exported ticket data with the future state classification scheme, it will make clear where the gaps are.
CREATE Step 4 Adjust your ticket classification scheme to balance the ticket classification categories.
The adjusting step is a very important final review process to ensure the future state classification scheme is well balanced. In this step, you should run a few pivot reports looking for the following;
- Overpopulated classifications – Now is an appropriate time to break up some of the overpopulated “buckets” into smaller and more specific terms.
- Underpopulated classifications – If you have too many classification terms to select from, it will take longer to classify tickets.
- Reporting – Setup and run some of the daily, weekly and monthly reports used by the reporting team.
CREATE Step 5 Training – Ensure your Help Desk support staff understands the new Help Desk ticket classification scheme.
Implementing a new Help Desk ticket classification scheme without properly training the Information Technology support staff would create confusion, inefficiencies and result in implementation problems. Build a Help Desk recommends that Help Desk Agents receive access to a Help Desk application test environment with the new classification structure implemented. This will allow the staff to understand the new structure.
CREATE Step 6 Execute – Implement your new Help Desk ticket classification scheme into production.
Moving the ticket classification scheme into production, may uncover issues which should be addressed. During the execute step, feedback is critical for continuous improvement. A process must be put in place to allow users the ability to provide feedback.
- Missing terms – If the users identify a missing term, there should be a formal request for review process to suggest a new term.
- Classification task time – Help Desk Agents must have ticket classification scheme that is quick and efficient.
Final thought: Incident Resolution Category Scheme
Initial incident categories focus on what monitoring or the customer sees and experiences as an issue. Capturing incident resolution categories or closure codes allows the incident owner to categorize the incident based on what the end resolution was. This is important since it is based on all of the information learned from recovering the system or how it was fixed. This is can be useful for troubleshooting future incidents.