Two tickets, one technician
Two tickets arrive at the same moment. A teacher cannot print. The whole college cannot log in.
There is one technician free. Who goes where? You need rules, not a guess.
By the end of this lesson
Note
I can assign, categorise and prioritise an incident and check it against its agreed time.
Key words
| Word | What it means |
|---|---|
| Assign | to give a ticket to the person who will work on it |
| Categorise | to sort an incident by how much of the business it hits |
| Priority | how urgent a ticket is, compared with the others |
| SLA | service level agreement: the time the service promised to fix a problem in |
| Escalate | to pass a problem to someone with more power or skill |
| Variance | how far the real result is from the target |
| Network | computers joined together so they can share data |
The cells students fill in are left blank in this preview.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Assign the ticket to the right person
A ticket needs an owner. Three things decide who gets it.
Expertise: do they know this kind of system? Level of system access: can they open the machine they must fix? Seniority: is this serious enough for a senior person?
A big job is also split into smaller tasks, called sub-activities, so people can work at the same time.
Choosing a technician
| Ticket | Best person | Reason |
|---|---|---|
| A server will not start | Server technician | Expertise and access to the server room |
| A leak of staff records | Senior security technician | Seniority and access to the data |
| A forgotten password | Service desk agent | A simple job with the right access |
The cells students fill in are left blank in this preview.
Check
Have a go
Check
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.