Use > Service Desk help hub

Service Desk help hub

You can use 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 Roles

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

Working with Service Desk interaction records

Related records in Service Desk

User workflows

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

Service Desk workflows and user tasks

Additional resources

Processes and Best Practices