User Interaction Management overview

The Service Manager User Interaction Management process helps you handle User Interactions either reported by using Self-Service web pages or directly to your Service Desk. Though not an ITIL process, this process enables the separation between information requests and service requests. The result is that multiple user interactions may all be linked to one incident record in the tool. This process will streamline the Service Desk activities and thereby decrease the workload for second line support teams.

The Service Manager Service Desk application supports the service desk function of the Information Technology Infrastructure Library (ITIL) with its User Interaction Management processes for the IT service and the customer base. It provides a single point of entry to the other Service Manager applications and enables you to document and track all calls received by your service desk. It incorporates the essential concepts of ITIL to ensure that the best practices of IT service management in place. The Service Desk application helps you to aid end customers, ensure data integrity, and streamline communication channels in the organization.

For complete information on the User Interaction Management (Service Desk) process overview and workflows, see Service Manager Processes and Best Practices in the related topics.

Related topics

Processes and Best Practices