NEW TICKETING TOOL-LEARNING LAUNCH

CHALLENGE

I worked in an organization where I belonged to a department which was responsible  for monitoring and maintaining the servers of the organization and also working with  clients who were also part of the organization but were located in abroad and  resolving their issues. The clients used to raise a ticket for those issues. Once it so  happened that a particular client had raised an issue a week ago and it got missed  out due to the not so efficient ticketing tool which we used and the client got  frustrated and hence reached out to the head of our department directly. So our  team and head had a discussion and came out with various ideas to solve the  problem. We wanted to implement a temporary solution immediately to satisfy the  unhappy client and also a permanent solution to avoid such a situation in the future.  So for the temporary solution, we immediately assigned a dedicated person who  coordinated with the client and completed the work but we worked on the long term  solutions.

SELECTION

Our team generated a lot of ideas regarding either to improve the existing tool or to  go for a new tool and finally after a lot of discussions we wanted to try the new tool  since the new tool had many features like filtering the tickets using date, notification  to official mail whenever a ticket is raised and also when it is resolved and also we  can add extra features through additional programming so we selected learning  launch tool to try this tool to solve our problem.

APPLICATION

In the first phase of learning, launch, we tried the first idea wherein we adopted and  tested a new platform ticketing tool called service now and got trained in that and  tried working on it by installing it in one of our systems. Feedback of the new tool  using survey was collected from the members of the team and also from the clients.  From the survey, it was decided to conduct more training on the new platform to  make our team comfortable in the new platform before implementing it officially. In  the next phase of learning launch, we tried the second idea wherein we asked the  clients to allocate severity to the tickets raised by them so that the most important  and urgent ones get immediate attention. Also, we integrated this feature into the  service now platform. The demo of this went really well and on getting feedback from  clients they felt this one very useful and they also suggested some more  improvements on it which we planned to implement in near future.

INSIGHT

The learning launch tool helped us to solve the problem of tickets getting unnoticed  and also lead us to adopt a new platform because of which the ticketing process also  become clear and easy to use for both our team members and clients. But initially  our team and team head were apprehensive to move to a new platform almost

immediately and hence the change to the new platform was gradual and steady; so  that the sudden new change doesn't create any chaos.

APPROACH

According to my opinion for this problem, the storytelling tool might also have been  useful and less time consuming if someone who had already experienced such a  situation would have given these ideas instead of the idea generation process.

