ServiceNow & Ticketing Systems

Ticketing systems (ITSM tools) like ServiceNow, Jira Service Management, and Zendesk are central to how IT support teams track and resolve issues.

Core Concepts

• Incident: an unplanned interruption (e.g., “laptop won’t turn on”)
• Service Request: a planned ask (e.g., “new software installation”)
• Priority/Severity: based on impact and urgency (e.g., P1 = critical outage)
• SLA (Service Level Agreement): target time to respond/resolve
• Escalation: passing a ticket to L2/L3 when it’s beyond your scope

Typical Ticket Workflow

1. Ticket created (by user or automatically)
2. Triage - categorize and prioritize
3. Assign - to a technician or team
4. Investigate - troubleshoot the issue
5. Resolve - apply fix, document steps
6. Close - confirm with user, close ticket
    

Why It Matters for Interviews

Be ready to describe your ticket workflow: how you triage, document, and communicate status updates to users. Mention specific tools you’ve used (e.g., ServiceNow) and how you prioritize multiple open tickets.

More detailed content coming soon.