Use > Service Desk help hub

Service Desk help hub

You can use HPE Service Manager Service Desk to restore normal service to your users as quickly as possible by resolving interactions on first contact or by immediately escalating interactions for proper handling. Service Desk helps you manage all user interactions, whether they are reported by using Self-Service website or directly to your service desk.

User roles

Describes the ITIL user roles as implemented by Service Manager.

Service Desk User

Service Desk Agent

Key concepts

Describes the most important things that you need to know about how the Service Desk module functions.

Service Desk overview

What is a Service Desk interaction?

Out-of-box Service Desk categories

Related records in Service Desk

Working with Service Desk interaction records

Additional resources

Processes and Best Practices Guide

User workflows

Describes the ITIL workflows as implemented by Service Manager and the sub tasks that end users need to perform to execute the workflows.

Self-Service user interactions (SO0.1)

User interaction handling (SO0.2)

Interaction closure (SO0.4)