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Use Microsoft Teams Ticketing by TeamsWork to support ITIL Service Operation

Updated: Nov 7, 2023

Hello ITIL pratictioner,

Microsoft Teams Ticketing is a versatile tool. You will read here below how to transform a ticketing instance to support some of ITIL Service Operation Processes.

First thing first, a short introduction to ITIL and ITIL Service Operation

What is ITIL?

The IT Infrastructure Library (ITIL) is an IT service management framework that outlines best practices for delivering IT services.

The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Service Operation carries out operational tasks.

The ITIL service lifecycle stage of Service Operation includes the following main processes

Main Processes in ITIL Service Operation

Incident Management: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.

Problem Management: The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.

There are many other processes, but we will only focus on these 2 to illustrate our purpose.

Configuring Microsoft Teams Ticketing

In the setting of Microsoft Teams Ticketing, we will then create different tags to easily capture wether it is an incident or a problem.

Because we wont use some standard fields, we will deactivate them and add some custom fields to fulfill ITIL incident form. This is only an example.

In ITIL, the service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement. Within these stages, particularly in service operation, incident and request fulfillment processes can be managed through a ticketing system with a workflow that reflects the following ITIL-aligned statuses:

  1. New: The initial state when a ticket is logged.

  2. Assigned: The ticket has been assigned to the appropriate team or individual.

  3. In Progress: Work has started on the ticket; it's actively being investigated or worked on.

  4. Pending: Awaiting further information, vendor support, or a scheduled change.

  5. Resolved: The issue has been addressed, but it needs to be confirmed by the requester.

  6. Closed: The ticket is completed and confirmed by the requester or automatically after a set period post-resolution.

  7. Cancelled: The issue is no longer relevant or the requester withdraws the ticket.

  8. On Hold: The ticket is temporarily on hold due to various reasons (e.g., awaiting a release window, dependent on another issue).

  9. Escalated: The ticket needs to be handled at a higher urgency level or by higher-level support.

  10. Reopened: The ticket has been reopened due to the issue reoccurring or not being adequately resolved.

Once done, our ticketing instance is ready to use.

Managing Incidents using Microsoft Teams Ticketing

You can then start capturing incidents.

Hope you enjoyed this tutorial.

If you have any question or need further assistance, use our contact form.


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