Inquiries
A new employee inquires how to register for the company's sales force automation platform.Administrative Requests
A trader calls service desk when they forget their password for a stock trading system.Information Security
An employee calls service desk after they receive a suspicious telephone call asking for the employee's user id.Change Management
The service desk team of a telecom company calls a major customer to inform them that an infrastructure change will bring their service down for 90 seconds on a Sunday night. Two weeks notice is provided.Incident Management
An employee calls to report they can't connect to the firm's content management system. Service desk opens a ticket and contacts an administrator who restarts the service.Problem Management
A 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 | ||
Area | ||
Definition | A customer service interface to service support capabilities such as inquiries, administrative functions, security, change management, incident management and problem management. | |
Value | 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. | |
Related Concepts | ||
