Use > Service Desk > Service Desk workflows and user tasks

Service Desk workflows and user tasks

Every user contact with the Service Desk is logged in an interaction record. User Interaction Management is the process for handling all interactions with the service desk that are received from self-service webpages or directly from service desk personnel. This process streamlines service desk activities, thereby decreasing the workload for second line support teams.

Service Desk includes the following out-of-box workflows:

Service Desk

The Service Desk workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Service Desk request goes through several phases to complete the life cycle.

The Service Desk workflow consists of the following phases and tasks.

Workflow phase Tasks User role
Logging Service Desk User
Categorization Service Desk Agent
Work in progress   Service Desk Agent
Review

 

Service Desk Agent
Closure Service Desk Agent
Withdrawal   Service Desk Agent

Service Catalog

When a user submits a Service Catalog request through the SRC or ESS portal, a Service Desk interaction is created and follows the Service Catalog workflow.

The Service Desk workflow consists of the following phases and tasks.

Workflow phase Tasks User role
Logging Service Desk User
Categorization Service Desk Agent
Work in progress   Service Desk Agent
Review

 

Service Desk Agent
Closure Service Desk Agent
Withdrawal   Service Desk Agent

To view more workflow diagrams and other information about this process, refer to the Process Designer Best Practices document that is linked to in the related topics.

Related topics

Service Desk overview
User Interaction Management
Automatic updates of Service Desk records