Service Desk Workflows

Every time a user contacts the service desk it is logged as an interaction. User interaction management is the process of handling all interactions with the service desk that are received from self-service Web pages or directly by service desk personnel. These interactions can include service disruptions, service requests, requests for information (RFI), and complaints reported by users who communicate with the service desk by using instant messages, phone, email, or self-service Web pages.

The Service Desk agent follows the necessary steps and searches for related knowledge records, known error records, problem records, and existing incidents or changes. The process enables Service Desk agents to easily log and resolve simple user requests and to escalate others into incidents requiring further action. The process streamlines service desk activities and decreases the workload for second-line support teams.

The User Interaction Management process consists of the following processes, which are included in this chapter:

• Self-Service by User (process SO 0.1)
• Interaction Handling (process SO 0.2)
• Interaction Matching and Escalation (process SO 0.3)
• Interaction Closure (process SO 0.4)
• Withdraw Interaction (process SO 0.5)
• Complaint Handling (process SO 0.6)