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 by service desk personnel.

This process streamlines service desk activities, thereby decreasing the workload for second line support teams.

The User Interaction Management process consists of the following workflows and tasks:

ITIL Workflow Tasks
Self-Service user interactions (SO0.1)
User interaction handling (SO0.2)
Interaction matching and escalation (SO0.3)

 

Interaction closure (SO0.4)

To view more workflow diagrams and other information about this process, refer to the HPE Service Manager Processes and Best Practices Guide that is linked to in the related topics.