My main use case for was for Incident/Request Management, Change Management and Knowledge Base.
In Incident Management, when an internal user reports a service disruption or system malfunction; either via phone or by sending an email to the IT service desk, a case is logged as an incident. The assigned IT support team then analyzes the incident, performs troubleshooting, and works toward service restoration.
A ticketing system is critical as it captures all incident related communications, actions, and status updates, creating an auditable history linked to the user and/or device. This historical data supports trend analysis, root cause investigation, and continuous service improvement.
In the context of change management, maintaining proper records was critical. Various IT teams regularly submitted change requests; however, these changes could sometimes have a significant impact on other teams or ongoing operations. For instance, the network team might plan an upgrade of Ruckus switches while the support team is simultaneously supporting a major event.
Change management ensures that when a change request is raised, all relevant teams are notified and given the opportunity to review the proposed change and provide input. If no concerns or queries are raised, the change can proceed through automatic approval. If concerns are identified, cross-functional discussions are conducted to assess risks, dependencies, and scheduling conflicts.
Documenting each step of the change process is essential for auditability, historical reference, and rollback purposes in the event that a change causes service disruption.