OnPage Guide To Enhancing A Ticketing System With Critical Alerting

MSPs have the challenging job of handling difficult customers and alerts with insufficient information. However their performance is measured by how effectively they manage tickets, customers and meet SLAs.

Clearly, ticketing plays an important role in the day to day activities of MSPs and IT Professionals. However, despite this importance, IT teams are often unable to meet SLAs due to inefficient workflows, lack of team collaboration and lack of automation.

This blog will focus on:
• The IT teams themselves
• The problems impeding effective ticket management
• Solutions to these problems
• The need for including Incident Alert Management Tools to your tool stack

IT TEAMS
Modern IT teams work to align themselves with corporate business needs and strategy as opposed to just completing tickets and delivering on SLAs. When IT teams tap into company’s business strategy, they can streamline their day-to-day work and focus on driving technological improvements across the company, from sales, to marketing, and customer success.
In a survey conducted by Atlassian a third of IT teams surveyed report being completely aligned with the business today. Indeed, the number of business-focused IT teams is growing, with 29% of teams reporting that IT is key to business strategy and success.

The same survey indicated that on average IT Teams…

However …

ONLY 52% OF IT TEAMS OPERATE WITH A SERVICE LEVEL AGREEMENT. OF THE IT TEAMS THAT ARE CURRENTLY USING SLAS, ONLY 38% ARE MET.
THE SUCCESS OF YOUR BUSINESS DEPENDS ON THE SHAPE OF YOUR IT TEAM
When modern IT teams are highly productive and focused on driving customer happiness, IT teams become a competitive advantage within their clients’ company. We found IT teams support the greater organizational goals by:

THE PROBLEMS IMPEDING EFFECTIVE TICKET MANAGEMENT
Ticket management isn’t just about finding and fixing problems. In day-to-day operations, it’s easy to get hyper-focused on root cause analysis and forget the much bigger picture. So let’s take a look at some of the most common obstacles that IT teams run into as they work relentlessly to keep all the alarms and sirens from going off at once.

To read about the problems download our whitepaper.