Service Desk
Presentation
According to ITIL, "Service Management is a set of specialized organizational skills to provide value to clients in the form of services"
To deliver the service, it is necessary orchestrating some processes:
Item | Description |
|---|---|
Incident Management | is the process responsible for managing all incident lifecycle. The incidents can be entered by the technical team, event detection tools (monitoring system and alarm) by the users and/or by providers; |
Request Fulfillment | is responsible for managing the lifecycle of all service requests made by users, through a communication channel, in order to maintain satisfaction in the attendance of service requests. These requests may include requests for service components, information, suggestions, and/or criticisms. |