Reduce avoidable variation in how support ticket management is carried out across teams.
Designing Intelligent Technical Support Ticket Management Systems
A senior-level treatment of support ticket management, focused on what changes outcomes.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
The documentation for support ticket management is accurate only until the next release. Technical debt in this area of technology and systems delivery is borrowed against future delivery capacity, at compound interest. Improvement in this strand of technology and systems delivery stalls when it depends on one capable individual rather than a defined method. Benchmarking exercises repeatedly place support ticket management among the areas with the widest performance spread. The programme builds the judgement to know which parts of the wider technology and systems delivery agenda to standardise and which to leave flexible. The method assumes participants will be challenged on their handling of this area of technology and systems delivery and prepares them for it. It suits anyone whose decisions touch support ticket management, in large organisations and small ones alike. The programme takes participants through the wider technology and systems delivery agenda end to end, from framing the problem to closing it out. The course ends by identifying what the participant will stop doing to make this strand of technology and systems delivery sustainable.
Expected Learning Outcomes
Set a realistic target state for support ticket management and a defensible route to it.
Structure the service desk and support model for support ticket management.
Assign clear ownership for each element of support ticket management across the functions involved.
Design backup and recovery for support ticket management and prove it by restoring.
Build the deployment pipeline for support ticket management so releases are routine rather than events.
Establish monitoring and alerting on support ticket management that reflects user experience.
Who Should Attend
Software engineers and technical leads building support ticket management.
Internal auditors reviewing how support ticket management is designed and operated.
IT managers and service owners responsible for support ticket management.
Quality staff verifying that support ticket management performs as designed.
Service desk and support leads handling incidents in support ticket management.
Database administrators managing data within support ticket management.
Course Modules
Support ticket management: change control and rollback
2 sessions · 8 pointsSession 1Monitoring support ticket management from the user's point of view
- Build the competence framework that supports support ticket management.
- Compare the cost of support ticket management with the cost of its absence.
- State the availability and recovery objectives for support ticket management as numbers.
- Apply change control to support ticket management including emergency changes.
Session 2Designing support ticket management around how it will fail
- Confirm that those complying with support ticket management understand why it exists.
- Rehearse the briefing on support ticket management that would follow an incident.
- Check that support ticket management still works when volumes rise unexpectedly.
- Assess the exit route from any cloud or vendor dependency in support ticket management.
Support ticket management: requirements, targets and service levels
2 sessions · 8 pointsSession 1Sizing capacity for support ticket management on measured growth
- Name a single owner for each element of support ticket management.
- Run a load test on support ticket management at expected peak plus a margin.
- Benchmark the organisation's support ticket management against comparable operations.
- Define the trigger that would require support ticket management to be redesigned.
Session 2What has to be agreed before work on support ticket management starts
- Record the rationale for each significant choice made about support ticket management.
- Record the technical debt in support ticket management and schedule repayment.
- Set delivery and reliability indicators for support ticket management the team trusts.
- Test the failover for support ticket management rather than assuming it works.
Support ticket management: documentation, support and handover
2 sessions · 8 pointsSession 1The hard cases in support ticket management and how to reason about them
- Agree what will be standardised in support ticket management and what will not.
- Confirm the support model and escalation path for support ticket management.
- Document the runbook for support ticket management to the level a new engineer could use.
- Configure alerting on support ticket management that reflects what users experience.
Session 2Getting other functions to support support ticket management
- Restore a backup of support ticket management in a test environment and time it.
- Review logging on support ticket management for coverage and retention.
- Measure current load on support ticket management and project it forward twelve months.
- Remove steps in support ticket management that add effort without adding assurance.
Support ticket management: security, identity and least privilege
2 sessions · 8 pointsSession 1Documenting support ticket management so someone else can operate it
- Arrange the handover of support ticket management so capability survives staff changes.
- Record what was learned when support ticket management did not go as planned.
- Rank the weaknesses in support ticket management by consequence rather than by ease of fixing.
- Confirm data retention and deletion rules applied within support ticket management.
Session 2The change to support ticket management that caused the last outage
- Anticipate the objections support ticket management will raise and prepare the answers.
- Verify six months later that changes to support ticket management have held.
- Review access rights on support ticket management and remove what is no longer needed.
- Inventory third-party dependencies inside support ticket management and their update status.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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