Are you preparing a sandwich or solving a ticket?

Are you preparing a sandwich or solving a ticket?

Preparing a Philly cheesesteak sandwich for dinner yesterday made me realize that solving a ticket is like making a sandwich!

Both tasks require understanding the issue, its priority, and the specific requirements of course, missing key details can lead to the wrong ingredient and not completing the job as expected!

I gathered the ingredients for the sandwich, including my favorite garlic bread, ribeye steak, mushrooms, cheese, bell pepper, onion, and condiments. Similarly, when I solve a ticket, I use the tools, resources, and information available, such as access to systems, relevant knowledge articles, and information from previous tickets.

Now it's time to put everything together and enjoy the sandwich! Solving a ticket also requires a similar approach, from troubleshooting and diagnosis to implementing the fix and evaluating the solution.

Once I took my first bite, I realized it was time for feedback(did the sandwich taste good? Did I do a good job?). In IT support, closing a ticket doesn't only end with a fix; user feedback and confirmation that the problem is fully resolved are essential.

Whether preparing a sandwich or resolving a ticket by the end, a job well done makes the difference.

I feel hungry now going to make a sandwich.


Sanumon Valsalam

ITIL4 Master |Practice Manager | IT Service Management Consultant | ITIL4 Managing Professional | Strategic Leader|USM |TOGAF|ITIL4 Approved Trainer|ITILv3Expert(All Opinions are my own & do not represent my Employer)

4 个月

Making a sandwich as per pre defined requirements is like fulfilling a - Service Request Or -Standard change Or Normal change - if it is an entirely new type of sandwich Or Incident - if there is issue with the sandwich , e.g it was not made as per requirement or not grilled well enough for consumption Or Problem- if you want to find the potential root cause behind improper grilling And so on,.. The relevant Practice or combination of Practices that will be needed to support the value stream of Making a sandwich will depend on the scenario captured during Engage activity of the Service Value Chain. This is a good example to help #it folks in understanding similar scenarios in IT and fulfilling Business requirements However in my experience IT people are too entrenched in technology to even understand the purpose of the different IT Service Management Practices and the correct usage of the same towards co- creatiion of #value

Anca Iosef

ITIL Ambassador | ITIL v3 Expert | ITIL 4 Strategic Leader | ITIL 4 Managing Professional | Certified Scrum Master | Certified Product Owner | Managed projects in IT industry for automotive, pharma, telecom

4 个月

Very cool story-telling, and so well suited to a weekend mood, Moe K. ??

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