Ticket Auditing and Ticket Inspection

Quality of IT service at grassroots level depends on handling of each and every call/ticket. Most organizations verify the quality of these deliverables by internal audits. The Internal audit can verify a very limited sample of tickets. The ratio of “volumes of ticket generated” vs. “number of tickets checked by internal audit” will always be very low. This is because of the designed and implemented processes. Therefore a need to verify a much larger sample to improve the quality of service delivery is becoming a requirement.
The checking parameters for the tickets, its method of inspection and the frequency are generally not defined for internal audits. Thus with a low sample size and non defined parameter, internal audits do not produce consistent results.
A consistent quality check can be done by regular transactional or ticketing inspections against a defined Inspection plan.

• Design ticket audits / Inspections
• Deploying trained audit teams, ensure conduct of audit / inspection as per agreed sample size
• Report of daily performance and cumulative performance of the IT service management