Where did that request go?
On Monday, Sam emails the help desk: "My laptop will not start." On Tuesday Sam asks again. A second technician has never heard of it.
Nobody wrote the request down. A support system stops this.
Key words
| Word | What it means |
|---|---|
| Ticket | a record of one request or fault |
| Incident | something that is broken or not working as it should |
| Request | a user asking for something, such as new software |
| Knowledge base | a store of answers and guides that support staff can search |
| Change | a planned alteration to a system |
| Asset | anything the organisation owns that has value, such as a laptop or licence |
| Licence | permission to use software, often limited to a number of users |
| Decommission | to remove a device from service for good |
The cells students fill in are left blank in this preview.
By the end of this lesson
Note
I can describe how a support system manages incidents, knowledge, change and assets.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
One system for the support team
A content management system for support keeps all the support content in one place: tickets, guides, plans and records. Many teams call it a service desk system.
Everyone sees the same facts. Nothing is lost when a technician is away.
Four jobs of the system
| Job | What it does | Example |
|---|---|---|
| Incident and request management | Log, track and close tickets | A broken screen, a new software request |
| Knowledge management | Collect answers; spot training needs | A guide on resetting a password |
| Change management | Support new systems going in | Moving everyone to a new email system |
| Configuration and asset management | Track licences, hardware and software; redeploy or decommission | Reuse a leaver's laptop |
The cells students fill in are left blank in this preview.
Check: the four jobs
Have a go
Check: the four jobs
4 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.