It Service Desk Process Flow Chart

Discuss how customers know their ticket has been received how tickets are routed to customer service agents and any pertinent steps.

It service desk process flow chart.

Itil v2 see also incident management itil v3. It help desk 3 tier model swim lane flow chart derived from process triage map h e l p d e s k r e p s c u s t o m e r i n t e r n a l t e c h n i c a l e x p e r t s t i e r 2 t o o l s m a n a g e m e n t t i e r 3 3 return ticket to tier 1 b 3 re assess severity level c existing. It s not enough to only know what a help desk workflow process is. Process models and flow charts can help an organization s it department run more productively and more cost effectively read more to learn how.

Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is. This will lead to quicker resolutions of client problems. Service desk it process flow explained using the flowcharts. While the it help desk can conduct incident management via email with the user and other stakeholders the best incident management teams work through a dedicated process flow with a formal ticketing system.

For this the process needs 3 actors as follows. The service desk and incident management process aims to restore it services to their defined service levels as quickly as possible the process is also responsible for receiving and processing service requests for assisting users and for coordinating the incident resolution with specialist support groups. It can be helpful to depict the process in a flowchart. Service desk software helps manage customers self help options tickets reports slas etc.

Optimizing a help desk workflow process. Describe your workflow from when a customer enters a ticket. By mapping call data to the process flow this template also shows how you can get a summary view of actual help desk activity and performance each month including total number of calls average wait per call average time on call and total percentage of calls resolved. An initiative of the british government in the 1980s itil or information technology infrastructure library was initially aimed at documenting all information technology process management service literature cases and best practices.