Service Desk Standard Operating Procedure

Author(s): Mahmoud Ramin

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This template is designed to help service managers kick-start the standardization of service desk processes.

The template will help you:

  • Identify service desk roles and responsibilities.
  • Build ticket management processes.
  • Put in place sustainable knowledgebase practices.
  • Document ticket prioritization scheme and SLO.
  • Document ticket workflows.

Tags

ITIL,  help desk,  service desk,  service management,  strategy,  self-serve,  ITSM,  KPIs, metrics, processes, knowledgebase, call avoidance, workflows, service gaps, customer satisfaction, first call resolution, ticket templates, service desk strategy, backlog management, escalation rate, service desk benchmarks, delivery channels, process constraints, escalation rules, ticket classification, small enterprise, SOP, service desk sop, help desk sop, Standardize the service desk, Responsibilities, Ticket management, Ticket prioritization, Workflow, Documentation

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