Quality Audits for ITSM tickets and requests

ramesham
Tera Contributor

‎11-28-2024 03:32 AM

Hi,

Is there any solution in ServiceNow to track quality checks / audits of tickets?

Our Service Desk would like to start doing this for their Incident and Request tickets and was wondering if there is any way to perform quality audits of tickets in ServiceNow.  By quality checks, it means that a person would pick some tickets at random for an individual and go through them to ensure process was followed and resolution is given to the ticket.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎11-28-2024 05:20 AM

Hi @ramesham 

 

As per my experience there is no direct way until unless its done manually. There are few ways like process optimization by which you can see high level ticket life cycle and see is it follow correctly or not. Rest audit yu can you manually by picking up sample tickets and check. 

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