Συστήματα διαχείρισης αιτήσεων
Support and management of ticketing systems and SLAS
This dissertation discusses cases of client misuse or abuse of ticketing systems in the field of IT project outsourcing and identifies as the main cause the fact that Service Level Agreements fail to accurately describe the fault priorities presented, mostly elaborate on the corresponding response times and the policies involved and do not provide a basis for communication between the parties involved. As a solution, we provide a set of properties that can further describe the fault priorities and propose that ticketing systems should take advantage of these additional properties in order to check the information submitted. Additionally, we present SLASUP, a ticketing system that automatically assigns priorities to tickets based on other input provided by the user and the definitions provided by the Service Level Agreement. The ideas presented in the thesis were evaluated using the Balanced Scorecard technique and commercial ticketing systems as a comparison. It was concluded that improving the definitions included in a Service Level Agreement as suggested would greatly improve the cooperation between the parties involved as well as the efficiency of the support process and, in consequence, the relationship of the vendor with their clients and their profitability.