Industry: Higher Education

Location: Multiple Campuses (East & West Canada)

Services Provided: ITSM based Help Desk Ticketing Management Framework
______________

Background
University Canada West (UCW) faced growing challenges in managing IT support requests across its multiple campuses in Eastern and Western Canada. The absence of a standardized ticketing management process led to inconsistent issue resolution, lack of visibility into IT service performance, and delays in addressing critical technical concerns.
To enhance efficiency, streamline operations, and improve user experience, BTB Consulting was engaged to develop and implement a comprehensive Help Desk Ticketing Management process framework.
______________

Objective
Our goal was to create a structured, scalable, and efficient Help Desk Ticketing System that would:
Standardize IT service request management across all campuses.
Define clear roles, responsibilities, and escalation procedures.
Improve response times and ensure adherence to Service Level Agreements (SLAs).
Provide detailed reporting and insights to enhance IT service delivery.
Enable IT agents with training materials and best practices for effective resolution.
______________

Solution: A Comprehensive Help Desk Ticketing Management Framework
BTB Consulting developed a customized, best-practice-aligned IT Help Desk Ticketing Management System covering all aspects of IT service management:

    1. Defined Help Desk Process Flows

• Mapped out end-to-end workflows for ticket creation, categorization, assignment, resolution, and closure.
• Ensured seamless integration of multi-campus operations into a unified system.
• Established clear communication channels between IT teams and campus users.
  
  

2. Roles & Responsibilities Alignment
   
   

• Clearly defined roles for IT Support Agents, Team Leads, Escalation Managers, and IT Directors.
• Developed standard operating procedures (SOPs) to ensure accountability.
• Provided a structured approach for ticket ownership and resolution.
  
  

3. Escalation Matrix for Efficient Issue Handling
   
   

• Implemented a tiered escalation structure to resolve issues based on complexity and urgency.
• Ensured high-priority incidents were escalated efficiently to the appropriate teams.
• Reduced resolution delays through automated escalation rules within the system.
  
  

4. Ticket Severity Classifications
   
   

• Created a standardized classification model for ticket prioritization:
• Critical – System outages, security breaches, urgent disruptions.
• High – Major application failures impacting multiple users.
• Medium – Performance issues, intermittent disruptions.
• Low – General inquiries, minor technical assistance.
• Ensured that every ticket received appropriate prioritization and response time based on its impact.
  
  

5. Service Level Agreements (SLAs) for Performance Optimization
   
   

• Developed SLAs with clear response and resolution time targets.
  
  

6. Help Desk Ticketing System Training Material
   
   

• Designed comprehensive training modules for IT support agents.
• Created step-by-step guides covering ticket lifecycle management.
  
  

Results & Impact
40% Reduction in Ticket Resolution Time: Clear workflows and escalation processes improved efficiency.
Enhanced SLA Compliance: Real-time tracking and automated alerts ensured adherence to resolution commitments.
Improved User Satisfaction: Faculty and students received faster, more consistent IT support.
Increased IT Productivity: Agents could handle tickets more efficiently with structured guidelines.
Scalable & Future-Ready: The system was designed for easy expansion as the university grows.

Conclusion
By implementing a structured, scalable, and efficient Help Desk Ticketing Management System, BTB Consulting helped UCW transform its IT support operations. With standardized processes, clear SLAs, and well-trained agents, UCW now delivers a seamless and efficient IT service experience across all its campuses.