ITIL Ticket Types, Categories & Status: A Complete Guide for IT Support Teams

1. A Practical Framework for Smarter IT Support ITIL Ticket Types, Categories & Status

2. This presentation covers the essential aspects of ITIL ticket management, focusing on ticket types, categories, and status workflows. Effective ticket classification helps organize issues, prioritize work, and improve IT support efficiency. Understanding these fundamentals is crucial for reducing operational delays and enhancing user satisfaction. Introduction

3. Why Ticket Classification Matters 01 Every ticket entering the system must be categorized correctly to avoid delays.Proper classification helps teams understand the nature and urgency of issues.It sets the foundation for faster response and better user experience. • Reduces misrouting • Improves SLA performance • Provides clear support structure

4. The Four Core ITIL Ticket Types 02 ITIL groups support tickets into four essential types, each serving a unique purpose.This classification ensures that issues are handled with the right strategy.Here are the primary ticket types used worldwide. 1. Incident – When something stops working2. Service Request – Routine, planned user needs3. Problem – Root cause investigations4. Change Request – Modifications to systems or infrastructure

5. An Incident is a ticket type that indicates something has stopped working or is malfunctioning. It requires immediate attention to restore normal service operation. Examples include system outages, application errors, or service failures. Proper handling ensures minimal disruption and faster resolution. Incident

6. A Service Request involves routine or planned user needs that do not indicate a problem. Common requests include access permissions, hardware provisioning, or information inquiries. Managing these efficiently improves user experience and streamlines IT support workflows. Service Request

7. Problem tickets focus on identifying the root cause of recurring issues to prevent future incidents. They involve in-depth analysis and long-term solutions. Change Requests handle planned modifications to IT systems or infrastructure, ensuring controlled updates and minimizing risks. Both ticket types play crucial roles in maintaining service stability and improving IT operations over time. Problem & Change Request

8. Email not loading → Incident New laptop request → Service Request Repeated Wi-Fi dropouts → Problem Server patching → Change Request Real-Life Example of Ticket Types Correct classification avoids confusion and accelerates resolution time. Here’s how these ITIL categories appear in daily support operations.

9. Importance of Ticket Categories 03 • Brings structure to your ticketing system • Helps teams identify issues faster • Enables smoother triaging and automation • Common categories: Hardware, Software, Network, Access, Security

10. Ticket status reflects where the ticket currently stands in its lifecycle. Clear status transitions ensure transparency across teams and users. A structured workflow helps prevent confusion and overdue tickets. 04 Ticket Status Workflow Overview Open – Ticket createdIn Progress – Assigned and being worked onPending – Waiting for user input or approvalResolved – Fix providedClosed – Ticket completed and verified

11. Enhances visibility for users and support teams Simplifies SLA tracking Helps manage workload distribution Enables structured escalation 05 Why Status Workflows Improve Efficiency

12. Define your ticket types Set categories and subcategories Standardize status workflows Use automation for routing & escalations • Faster resolutions • Lower SLA breaches • Better planning • Improved end-user trust Real Benefits for Organizations Next Steps Try SAMPAT

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