It Service Desk Process Flow Chart

It s not enough to only know what a help desk workflow process is.

It service desk process flow chart.

This will lead to quicker resolutions of client problems. 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. The information technology it department is responsible for the maintenance and administration of the company s it infrastructure hardware software and it security among other things. 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.

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. Describe your workflow from when a customer enters a ticket. Discuss how customers know their ticket has been received how tickets are routed to customer service agents and any pertinent steps. Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is.

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. Help desk flowchart template to visualize the processes involved in it service desks and ticketing systems you can edit this template and create your own diagram creately diagrams can be exported and added to word ppt powerpoint excel visio or any other document. Service desk software helps manage customers self help options tickets reports slas etc. Optimizing a help desk workflow process.

Itil v2 see also incident management itil v3. It can be helpful to depict the process in a flowchart. 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 s necessary to design an adequate process for the management and dissemination of knowledge.