Service Desk Workflows (Streamlined Interaction)

Every time a user contacts the service desk, as an interaction is logged. 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), complaints, or compliments reported by users who communicate with the service desk by using instant messages, phone, email, or self-service web pages.

The process enables Service Desk agents to easily log and resolve simple user requests and to escalate others into fulfillment processes 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 Escalation (process SO 0.3)
• Close Interaction (process SO 0.4)
• Cancel Interaction (process SO 0.5)