ITIL Simulation 01: A Morning on the Service Desk
Sort a queue of real-looking tickets into incidents and service requests, set priorities with an impact and urgency matrix, and escalate correctly.
Ticket 1: Incident or request?
INC/REQ-1041 from a branch manager: "Please give our new cashier, Sana, access to the teller application."
How should this ticket be recorded?
Ticket 2: Incident or request?
INC/REQ-1042: "The teller application shows 'Database unavailable' at the Gulberg branch. Customers are queuing."
Priority matrix
Indus Bank uses this matrix:
| High urgency | Medium urgency | Low urgency | |
|---|---|---|---|
| High impact (many users or a whole branch) | P1 | P2 | P3 |
| Medium impact (a team) | P2 | P3 | P4 |
| Low impact (one user) | P3 | P4 | P5 |
Ticket 2 stops one whole branch from serving customers right now. Which priority do you give it? (P1–P5)
Priority for a single user
INC-1043: one HR officer cannot print payslips; a colleague's printer works and payroll is due next week. Using the same matrix, which priority?
First action on the P1
You cannot fix the database yourself. What is your best next step for INC-1042?
Five similar tickets
By 10:00 five more branches report the same database error. What should happen in addition to restoring service?
Closing the loop
Service is restored at 10:40 by restarting a database node. When can INC-1042 be closed?