Updated: Feb 24
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.
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.
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