Automation Agency Directory byOurIdea.ai

Ticket to resolution

A Service Delivery process in the IT services or MSP blueprint: 6 steps, 4 handoffs between 3 systems, and 1 step no system covers. Handoffs are where work waits, and the manual steps are usually where the waiting is longest.

Whose model is this? Ours. This blueprint is OurIdea.ai's own reference map, the same starter template abi. Clone applies for this business type. It describes a typical setup so you have something concrete to react to. It does not describe any company listed in this directory, and no listed company should be assumed to work this way.

The steps, in order

  1. Ticket raised ConnectWise PSA
  2. Triaged and assigned ConnectWise PSA
  3. Remote fix attempted Datto RMM
  4. Site visit if unresolved manual
  5. Fix written up IT Glue
  6. Ticket closed ConnectWise PSA

A manual step is one no named system covers: it lives in someone's head, inbox or car. That is not automatically a problem, but it is always worth knowing.

Who this process touches outside the business