Overview
When handling incoming requests, sometimes it may not be clear as to if the work should be tracked as a ticket or as a project. The following article will provide some guidelines to determine which method to use based upon the request.
In this article:
What is a Project vs. What is a Ticket?
According to the Project Management Institute (PMI) a project is:
A temporary endeavor undertaken to create a unique product, service, or result. The temporary nature of projects indicates a beginning and an end to the project work or a phase of the project work. Projects can stand alone or be part of a program or portfolio.
A Guide to the Project Management Body of Knowledge (PMBOK Guide) --
Seventh Edition and The Standard for Project Management (2021) (p. 4)
Effectively projects have a definite start and finish, which defines the project life cycle, and are undertaken to generate a product or achieve a specific outcome. The work is unique, and does not include ongoing work, operations, or processes that follow existing procedures.
A Ticket, on the other hand, is typically used for expected events that come up in the regular course of business such as service requests, incidents, change requests, or regular operational tasks. There are processes and resources in place to handle these work items.
Determining a Ticket vs. a Project
There are many elements to take under consideration when determine if work should be tracked as a Ticket vs a Project. While there may be some variations from department to department below are some generalized guidelines.
Work may be a project if 3, or more, of the following are met:
- It affects production, day-to-day processes
- Requires dedicated planning time
- It requires input from multiple departments
- It requires more than 10 hours of labor (even if the labor is entirely done by one person)
- Implements new features to a system or replaces existing features
- Business work processes are changed/altered
- It has a large fiscal impact
With above definitions in mind, and the generalized guidelines let's review a few examples that may be received by an IT service desk, and apply some simple questions to determine if the request should be worked as a ticket, or escalated to a project.
Example 1: Upgrade all Network Ports in CS Lab to 10 Gb/s
A request is received from the chair of the Computer Sciences department asking if "Can you upgrade all the network connections in the CS Lab to 10-gigabit/s?" Here are a few questions you could ask to evaluate if the request should be submitted as a ticket or a project:
- Is this work necessary on a recurring basis?
No.
- Does this work requires resources that take more time than could be handled in the scope of regular work?
Yes.
So, with the definitions above, this would be handled as a project.
Example 2: A Student's Campus ID Card is not Granting Access to Building
A request is received from a student that said, "My campus ID card is not allowing me to access the athletics building." A few questions to evaluate this request could be:
- Is this work necessary on a recurring basis?
Yes. it is common for student and employee IDs to behave strangely, and there are some basic protocols to follow to troubleshoot and fix.
- Does this work require resources and take more time than could be handled in the scope of regular work?
No. As something that comes up regularly, it is considered a regular part of the service desk's support work.
So, this request would be processed as a ticket.
When a Ticket Becomes a Project
The criteria to consider when to a work a project will naturally vary between departments; however, in general a ticket becomes a project request when the work involved is complex, unique, and requires extensive planning, multiple resources, and a defined scope with specific deliverables. Other factors such as significant labor hours, the need to coordinate with multiple departments, systemic issues, or major functional changes may often signal that an effort should be managed as a project.
Why the distinction matters
Managing complex undertakings as projects helps ensure resources, timelines, and budgets are allocated effectively. It also helps in keeping track of risks, and encourages adequate planning of the effort.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.