Ticket Management

All-inclusive package at a fixed price

Your IT department has been operating on an on-call basis and can no longer effectively manage issues and service requests due to the increasing volume of work. You may also be using an outdated ticketing system that no longer meets your company’s current needs. Time and again, tickets remain unresolved for far too long, leaving users dissatisfied and your IT staff stressed. To finally establish a single point of entry for all types of tickets, you have implemented the Matrix42 Enterprise Service Management Suite. 

Your request: Abasic configuration of the Matrix42 Ticket Management System tailored specifically to your company, a basic training session on how to use the system, a pilot phase, and professional acceptance testing.

Screenshot from the Matrix42 ticket management system. It shows seven points with icons used to indicate the ticket's status.
Screenshot from the Matrix42 ticket management system. It shows details about a specific ticket, including personal information, the ticket template, and the classification.

Our part

Our Matrix42-certified experts have years of experience with Matrix42 products and setting up the Service Store, including the ticketing system. They know exactly what to look for and how to implement customer-specific requirements. Drawing on their best-practice experience, our experts use proven strategies and processes when implementing the ticketing system, thereby achieving maximum success for our customers.

  • The latest version of Matrix42 Enterprise Service Management is available, including access to the system and the following modules:
    • Matrix42 Asset Management
    • Matrix42 Service Catalog
    • Matrix42 DataModeler
    • Matrix42 Workflow Studio
  • A dedicated contact person / administrator on your side
  • Participation in the Consulting4IT training course “Service Catalog I”
  • Fully functional ticketing system, including templates
  • Comprehensive Kick-off Workshop
  • Technical implementation
  • Support during a professional pilot phase, including evaluation and implementation of the insights gained

Kick-off workshop, including documentation:

  • Explanation and definition of terms (distinction between an incident and a service request, ticket classification options, reporting options)
  • Aligning best-practice templates with customer-specific requirements
  • Definition of Work Packages

Technical implementation:

  • Customizing the interface according to best practices
  • Setting up an email bot
  • Provisioning and customization of templates in accordance with best practices for the following areas: roles, categories, notifications, filters, views, quick calls, signatures, email templates, and service level agreements
  • Training on how to use the ticketing system and the process
  • Conducting a pilot phase
  • Implementation of the findings from the pilot phase, including acceptance testing
  • Structure, Problem Solving, and Change Management
  • Integration Knowledge Base
  • Creation of custom reports
  • Provision of master and asset data

Result

Following the implementation we assist with, you will receive a fully functional ticketing system customized specifically for your company. This will enable your IT department to operate at full capacity, eliminating existing bottlenecks and having the potential to significantly increase both effectiveness and satisfaction within your organization. The necessary process structures will be established in accordance with the ITIL best practice approach, enabling you to effectively handle and resolve incidents and service requests. Based on our training, including definitions of key terms, you and your employees will also have the necessary foundational knowledge to work optimally with the system.

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Photo by Patrick Hauer, Authorized Signatory and Head of Service Management at Consulting4IT.

Patrick Hauer

Our Head of Service Management will be happy to answer your questions.

Schedule an appointment now