(SDB5) Service Desk part4 What Service Desk , What is Ticket
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Service Desk:
Service Desk is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.
Initial support to the customers
Understand customer issues or requirement
Provide information to customers
Escalate issues
Ticket management – ticket creating, raising , monitor (Status), closers, survey.
Satisfy both Customer needs and IT Provider objectives.
Event, Alert, Incidents,Problems, Change , Change of Services, Service requests
Monitoring , SLA, OLA, UC
Service Provider provide service/s to customers
If customer require a information/query,issue report, change of service , they reach service desk
Service Desk - take information , support customer needs, solve issues , escalate issue
Customer will resolve issues, get information, changes…..
T = Ticket
All Service Desk events start with a ticket. A ticket is an historical document that details a service event, such as an incident, problem, or service request. Tickets govern and control how a service event is processed. They are used to route events between different resources for resolution. They record all relevant information about a request, including:
User notes
Technician notes
Workflow information for how the ticket was handled
Ticket resolution
Other critical processing information
Tickets can document a single incident or service request. They can also group together, control, and document several incidents as a single problem. The ticket is the backbone of your Service Desk. It is used for every single service item that hits the Service Desk.
Customer:
a person who buys goods or services from a shop or business.
•Internal Customer: User
Users ,Service Desk and technical team / management belongs to same organization
•External Customer: Client
An Organization provide IT support to other organization based on Service Agreement
•External Customer (Public): Customer
Customer is any personal uses or buy service form an organization