In today’s fast-paced IT environments, reactive support just doesn’t cut it. To deliver consistent, scalable service, you need processes that are intentional, automated, and aligned with business goals. That’s where Tikit comes in—a modern ITSM tool built for Microsoft Teams that makes process design not only possible, but practical.
In this webinar, we explore how to build a complete business process in Tikit—from concept to execution. Whether you’re streamlining onboarding, managing access requests, or handling service desk workflows, this session will show you how to turn ideas into repeatable, efficient operations.
Highlights Covered:
Process Design Fundamentals
Learn how to map out a business process that aligns with your team’s goals and user expectations. We look at how to break down workflows into manageable steps and structure them for clarity and consistency.
Template Creation & Lifecycle Management
Discover how Tikit’s templating system can simplify request handling, reduce errors, and ensure every ticket follows a defined path. We cover lifecycle stages, transitions, and how to keep processes agile as needs evolve.
Automation That Works
See how to use Tikit’s automation features to eliminate manual tasks, trigger actions based on conditions, and integrate with other tools. From auto-assignment to notifications and escalations, we show how to build smart workflows that save time and boost service quality.
Real-World Examples & Best Practices
We walk through a full process build—from initial design to live deployment—so you can see Tikit in action and take away practical tips to apply in your own environment.
Whether you’re an IT manager, service desk lead, or process owner, this session will equip you with the tools and mindset to build better ITSM experiences.
In this webinar, Cireson’s Geoff Ross (Director of Customer Success) and Justin Workman (Customer Success Manager) demonstrate building an end-to-end license request process in Ticket, from user request to automated license assignment, including approvals, SLAs, and service catalog integration.
Key Highlights
Process Overview
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- Users request licenses for Power Automate, Copilot, or Power BI.
- Each license type follows a slightly different approval path:
- Power Automate: Line manager → IT worker
- Copilot: Line manager → Director
- Power BI: Line manager only
- Approval must be completed according to process logic; rejected requests do not trigger automation.
Building Automation
Automation parses the user’s selection from the card (Card Answer JSON).
- Based on license type:
- Assigns the request to the appropriate approval path.
- After approval, adds the user to the corresponding group.
- Updates the Power Automate task to “succeeded” to complete the lifecycle.
Dynamic Approval Logic
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- Can be configured to require all approvers or just one to approve.
- Flexibility to accommodate organizational policies using toggles in the approval object.
- Custom transitions possible for advanced scenarios.
Service Catalog & Request Portal
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- Built a service catalog item called License Request.
- Users can access it via:
- Ticket Virtual Agent (TVA) – using natural language phrases like “I need a Copilot license” or “I want to publish a dashboard.”
- Service Catalog / Request Portal – click-based option.
- Captures the user’s reason for requesting the license (e.g., “making cute cat pictures is part of my job”).
Key Points:
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- Phrases help capture requests that aren’t explicitly framed as license requests.
- Catalog item ensures consistent experience for all users.
- Both methods integrate seamlessly into the automation.
Demo Walkthrough
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- Submitted a sample Copilot license request as a user.
- Ticket automatically entered the setup phase, creating dynamic approvals.
- Both line manager and director were notified in real-time via TVA.
- Approvals submitted → ticket moved to resolved → user added to Copilot group.
- Validation of license assignment confirmed membership update.
SLA Handling
- SLA timers are tied to ticket status, not “start/stop” dynamically.
- Recommended approach:
- Create multiple SLAs for different lifecycle stages (e.g., pending approval, in automation).
- SLA outcomes: met or breached.
- Can incorporate dynamic logic based on ticket fields (license type, status, etc.).
Q&A Highlights
- Can configure approval to require either or all approvers.
- SLA timers cannot pause automatically based on state; multiple SLAs are used to manage timing.
Key Takeaways
- End-to-end process built: requirements → lifecycle → approvals → automation → service catalog.
- Process demonstrates user-centered design, capturing user intent via phrases or catalog selections.
- Automation ensures consistency, efficiency, and error-proof execution.
- Support and questions: help@syerson.com (or reach out to demo presenters).
Tikit is a Microsoft 365 IT Service Management platform that matures with your M365 adoption. Want to learn more about Tikit? Check out our demo video and try Tikit in a 14-day free trial. We are so confident in Tikit’s capabilities, we’ll even set it up for free to ensure you are getting the most out of your free trial! Schedule your complimentary setup call today.
