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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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Standardize the Service Desk

Strengthen your service desk to build a strong ITSM foundation.

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  • Missing comment
    Andre Bilodeau | 07-03-2017

    I would like to know if there is a master(General) Service Request workflow available?

    • Missing comment
      Info-Tech Research Group | 07-05-2017

      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.


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