Words and Phrases
Service Desk overview
ITSMA Service Management Service Desk enables you to restore normal service to your users as quickly as possible by resolving user requests on first contact or by immediately escalating them for proper handling. Service Desk helps you manage all user interactions, whether reported by using a Self-Service website or directly to your service desk. Service Desk enables you to achieve the following results:
- Control the relationship between Service Desk and other Service Manager applications
- Require Service Desk interactions to follow a set process
- Log and prioritize all calls to the service desk
- Categorize types of interactions and keep track of their resolution
- Provide first-line investigation and problem diagnosis, and quickly escalate user requests that cannot be resolved within agreed-on time limits to fulfillment processes
- Request a service, provide information, or track previous requests without the assistance of a Service Desk Agent
- Communicate with customers and users to keep them informed of progress, impending changes, agreed-on outages, and other notifications.