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Input and output for Service Desk Interaction Management

Interactions can be triggered and resolved in several ways. The following table outlines the inputs and outputs for the User Interaction Management process.

Input and output for Service Desk Interaction Management
Input to Service Desk Interaction Management Output from Service Desk Interaction Management
A user can contact the service desk and give input by using instant messages, phone, email, self-service web pages, or other means.

Service desk personnel can handle an interaction in the following ways:

  • If the interaction is related to a new or existing incident, the interaction is handled by using the Incident Management process.
  • If the interaction involves a request, the interaction is sent to the Request Fulfillment process.
  • If the interaction requires a change, the interaction is sent to the Change Management process.