URMS Ticketing System

About: URMS Ticketing System

Ticket management will provide tracking of support and parts against these contracts. Objectives of ticket management are,
1. To track the efficiency of support services
2. To track the efficacy of contracts
3. To ensure the quality of service




Ticket management or service management will primarily carter two areas,
1. Response or On-Call Services
2. Schedule or Preventive Services

Majority of tickets will fall under this category, responses can be further categorized as below,
1. Break and Fix – Parts replacements
2. Support requirement – Priority/SLA based
3. Scheduled Support – Patch Update, Upgrade etc.

Guidelines for Response Management are
1. Track time to respond in compliance to SLA for contract
2. Track time to resolve
3. Track cost for each ticket in terms of manpower services, spares, and incidental cost
4. Track engineer’s proficiency in effort estimation vs actual
5. Track engineer’s efficiency via problem re-occurrence