InquiriesA new employee inquires how to register for the company's sales force automation platform.
Administrative RequestsA trader calls service desk when they forget their password for a stock trading system.content management system. Service desk opens a ticket and contacts an administrator who restarts the service.
Problem ManagementA content management system has been unstable for several weeks with multiple teams opening up incident tickets. The service desk team follows up on the incidents by opening a problem ticket. The quality assurance team investigates the problem, determines a root cause and schedules a fix. The service desk team notifies everyone who opened a ticket when there is a fix scheduled.
|Overview: Service Desk|
A customer service interface to service support capabilities such as inquiries, administrative functions, security, change management, incident management and problem management.
Provides a streamlined interface to potentially complex processes such as problem management. A user need only interface with one customer service representative to report an incident or perform an administrative task. Improves stakeholder perceptions of IT value.