Tickets are sometimes associated more with the help desk than with the operations group of an internal IT department. Unfortunately, when this is the case, system administrators are missing out on an opportunity to use tickets for their own purposes. Sometimes, administrators can see tickets as a barrier to efficiency and agility. But this is not the case. Tickets are a communication and change control tool. All work done by the IT staff should be tracked in a ticket. This is important for several reasons:
- Other administrators can understand what is happening with a particular effort.
- End users can be kept in the loop on the status of issues affecting them.
- The administrator doing the work has a log of all the steps they have taken which can be useful if they ever need to perform the same task again, or if they need to go in and back out some portion of the change.
- The manager can quickly and easily understand the workload of the staff.
Organizations that do not use tickets throughout the IT department tend to fall into one or more of three common IT traps: Read more »