(N22) Service Desk part1 IT Services, Customers, Ticket
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Service Desk Basics
IT Business - IT Organization - Provide IT Services - IT Org , Non-IT Org
IT Services – Application/Software, Operating system, Hardware
– Web site/Web Application, ERP, CRM
– Infrastructure-Datacenter- Server, Storage, Network , Security
– Cloud – IaaS, PaaS, SaaS,Types - Public, Private, Hybrid
– IT Support
Savantis - services
HCL Tech – Service
Tech M –
Cognizant -
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
Customers will resolve issues, get information, changes…..
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
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A ticket is an historical document that details a service event, such as an incident, problem, or service request.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.
https://www.bmc.com/blogs/ticket-vs-i...
• (SD4) Service Desk - BMC Helix ITSM Demo – Demo BMC Helix ITSM
Tickets:
INC - Incident
SR - Service Request
ALT - Alert
Priority and Impact
Priority levels:
P1 - Very High, Urgent, Critical
P2 - High
P3 - Medium
P4 - Low
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