The Professional Framework - IT Services & Best Practices

Writing it Down: The Critical Importance of Ticketing Systems and Knowledge Bases

Documenting IT processes and solutions is not optional; it is essential for an efficient and scalable IT operation. Two tools are fundamental to this practice:

• Ticketing Systems

  A ticketing system (or issue tracking system) is a software application that is used to log, manage, and track every user request, incident, and problem from submission to resolution. When a user submits a request, a "ticket" is created which contains all the details of the issue.

  • Why it's critical:
    1. Centralization & Tracking: It ensures that no request is ever forgotten or lost in an email inbox. Every issue has a clear owner and status.
    2. Prioritization: It allows technicians to prioritize their work based on the urgency and impact of different tickets.
    3. Data & Metrics: It provides a wealth of data that can be used to track performance against SLAs, identify recurring problems (which can be passed to Problem Management), and justify staffing needs.

• Knowledge Bases

  A knowledge base is a centralized, organized repository for storing and sharing information and solutions related to IT services. It contains articles, how-to guides, troubleshooting steps, and answers to frequently asked questions (FAQs).

  • Why it's critical:
    1. User Self-Service: A good knowledge base empowers users to solve common problems on their own (e.g., "How to connect to the office Wi-Fi") without needing to contact the help desk, which reduces the number of tickets.
    2. Consistency & Speed for Technicians: It provides a single source of truth for technicians, ensuring that they provide consistent and accurate solutions. It also dramatically speeds up resolution times, as they don't have to "reinvent the wheel" for every common issue.