01–10Workflow
AZ Managed IT Services Workflow From
Request to Resolution
A clear, 10-step process that turns incoming requests into resolved tickets and lasting improvements.
FocusDataSolutions · IT Service Desk
Service Request Intake
Email is the primary method for receiving service requests from clients.
Ticket Generation
As soon as a service request is received, a ticket is generated in our system.
Ticket Review
Once generated, the service team reviews the ticket details and context.
Investigation
An assigned support team member investigates the reported issue and fulfills the service request.
Communication
We keep the client informed about progress, findings, troubleshooting steps, and estimated time of resolution.
Resolution
We document steps taken, changes made, and any additional relevant information for the ticket.
Ticket Verification
Prior to closing a ticket, ensure it is fully resolved and the client is satisfied.
Ticket Closure & Survey
The ticket is marked closed and a survey is sent to the client.
Knowledge Base Update
We document troubleshooting steps, solutions found, and new knowledge gained during the process.
Continuous Improvement
We analyze trends among requests and resolutions to identify recurrent issues or areas for improvement.