Abstract
IT Services are very much crucial for the smooth functioning of the system. And so is their administration. IT Services should be monitored at periodically for maintaining an efficient and productive system at an IT Workplace. Errors or Incident are bound to occur, which are then converted into ‘Tickets’. Every ticket has a general format in which they are created. Tickets are then sent to the Admin side for the further resolution procedures. Classification of tickets is an instrumental step in which the emerged tickets from a monitoring system are classified using context basis. After this, all the tickets have a correct hierarchy, they are then sent to separate ticket resolution teams for the incident resolution.
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