The Workflow Library provides examples of typical workflows that make up the bulk of the incident management and request fulfillment processes at the service desk.
Use the Library in conjunction with the project blueprint, Standardize the Service Desk, to accelerate the work of building your own processes and ensure the consistency of service support delivery.
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Search Code: 83246
Published: February 21, 2017
Last Revised: February 21, 2017
Tags:
Service desk,
service desk software,
ITSM tool,
incident,
severity,
impact,
request,
knowledgebase,
staffing,
categories,
catyegorization,
prioritization,
priorities,
escalation,
workflow,
customer service,
project handover,
service management,
implementation roadmap
4 Comments
I would like to know if there is a master(General) Service Request workflow available?
Thank you for your comment.
We don’t have a general workflow for service requests as we find that where service requests are defined, based on knowledge articles and procedural documents, the workflows will vary dramatically and should be defined based on routing the request to the fulfillment team. For general requests that do not have a workflow defined, you would follow the normal incident process, with a quick triage, then escalation to the appropriate technical team.
I'd like (Per Andre's comment) A recommended list of inclusions in an IT service catalogue.
Whilst this is available y deconstructing the downloadable documents - VPN/DVD being the same DVD is a pretty strange combination, the requests types are very different and the incident management ticket types bring in the same document as the service request documents is a little confusing, they should really be kept quite separate for clarity. I have found my client is having difficulty understanding the difference between Service requests and Incidents
Thank you for your insight on this topic. Our upcoming refresh of the Service Desk project will better address the differences between service requests and insights. Regarding the recommended list of inclusions, your account manager will be reaching out to you.