Practical guides for internal IT
Practical articles from the daily work of an internal IT team, with checklists and templates to copy. They are useful with any ticketing system, and the product appears at most at the end. Written for IT staff at companies with 20 to 500 employees.
Choosing and rolling out a ticketing system
- What is an IT ticketing system?How a ticket is created and when a ticketing system is worth it.
- Rolling out a ticketing system in four weeksA week-by-week plan and a template for the announcement email.
- What does a ticketing system cost?Per-agent or per-account pricing, with a calculation template.
- Ticketing system and works councilWhich questions come up and what an agreement can cover.
Tickets in daily work
- Set ticket prioritiesA matrix of impact and urgency.
- Calculate SLAs in business hoursWith weekends, public holidays and pauses.
- Communicate IT outagesFour templates, from an outage to planned maintenance.
- Build a knowledge baseThe first five articles and how to get them read.
- IT service desk metricsSix numbers that are enough.
People, devices and access
More to explore
- GlossaryShort explanations of help desk terms: SLA, response time, escalation, knowledge base, Entra ID, MCP, DPA and more.
- Compare ticketing systemsCompare Zammad, Freshservice, Jira Service Management, osTicket, OTOBO, Znuny and shared mailboxes. Pricing examples, sources and clear product limits.
- Frequently asked questionsAnswers about the trial, pricing, German product language, GDPR, Microsoft 365, AI and switching ticketing systems.
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