Service Ticket Triage Standard Operating Procedure for IT Support in Technology IT

Scope

Included

This SOP applies to Technology teams carrying out Service Ticket Triage within the IT Support process area and IT department. It covers preparation, required inputs, execution, control checks, evidence, exceptions, approval or review where required, communication and closure.

The procedure should be adapted to the organisation's own systems, job titles, approval limits and record locations before operational use. Tasks outside the stated process, specialist decisions or circumstances requiring a different controlled procedure should be referred to the appropriate owner rather than forced through this workflow.

Outside this SOP

This SOP does not replace organisation-specific approval limits, specialist professional judgement, local legal requirements or site-specific controls.

Responsible roles

Primary owner: IT support analyst or systems administrator. Supporting role: IT security owner. The primary owner coordinates and completes the operational record, the supporting role provides subject-specific input where required, and any designated reviewer or approver confirms that the control result and evidence are sufficient before closure.

Required information and systems

Primary working system or record location: the service desk platform, service catalogue, priority matrix and escalation workflow. Required working information: ticket number, requester, affected service or system, symptoms, impact, urgency, time reported, attachments or error information and requester contact details. Evidence retained at completion: service ticket, classification and priority record, diagnostic notes, duplicate or related-ticket links, resolver assignment, SLA target and requester communication. Use the current approved forms, system records and controlled documents used by the organisation for this procedure.

Procedure overview

Service Ticket Triage starts when the relevant request, event or scheduled activity is ready to be processed. The IT support analyst or systems administrator first verifies the required inputs and scope, then completes the three core actions defined for this procedure: validate the ticket, confirm the affected service and remove obvious duplicates while preserving links to any related incident or request. assess impact and urgency, assign the correct category and priority and gather the minimum diagnostic information needed for effective routing. assign the ticket to the correct resolver or escalation path, apply the appropriate SLA or target and communicate the priority and next step to the requester.

Before closure, the record must pass the principal control check: confirm priority reflects impact and urgency, critical issues are escalated immediately and the ticket has a clear resolver and response target. Failed checks or unresolved exceptions remain open with a named owner. The procedure is complete only when the result, evidence, approvals where applicable, communications and follow-up actions accurately describe the final operational position.

How this SOP helps

This document gives the responsible team a consistent way to complete Service Ticket Triage, verify the result and retain evidence that the required process was followed.

Before using this procedure

Confirm that role names, systems, approval routes, record locations and escalation contacts match the organisation using this SOP. Adapt any local legal, contractual, privacy, safety or regulatory requirement before operational use.