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IT Problem Management by Gary Walker

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5.3. Validation Process Description

All service requests received in the service center must result in the creation of a service request ticket (or simply, ticket). Some of those may be created automatically. Tickets created automatically will come from monitoring tools, email, Internet forms, and CTI. Tickets created manually will come from fax, walk-ups, and the telephone (a complete description of the sources of requests is provided in Chapter 4, "Problem Identification" ). All tickets must be validated except those generated by the monitoring tools.

Figure 5-3. A formal validation process.

After creating the ticket, the service center ...

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