Process


The Request Management process consists of eight procedures for handling support requests.

The first procedure is called "Support Request Registration". This procedure is used by service desk analysts when they register requests from users.

The second procedure is called "Support Request Assignment". Service desk analysts use this procedure when they assign support requests to groups, and to the service desk manager in case of complaints. They also use this procedure when they handle support requests that have been rejected by group coordinators. Group coordinators use this procedure after support requests have been assigned to their respective groups. They use it to assign these support requests to a specific change coordinator or specialist for resolution.

The third procedure is called "Complaint Handling". It is used by the service desk manager when he/she works to complete support requests of the category "Request for Support Improvement" to the satisfaction of the users who submitted them.

The fourth procedure is called "Support Request Tracking". Service desk analysts follow it when they track the progress of support requests.

The fifth procedure is called "Support Request Resolution by Specialist". It is used by specialists to complete support requests that have been assigned to them.

The sixth procedure is called "Request Fulfilment Handling". It is used by service desk analysts or specialists to complete support requests that can be handled using a predefined workflow.

The seventh procedure is called "Incident Escalation Handling". After an incident has been escalated, the service owner of the affected service uses this procedure to determine how the incident can be resolved in the most efficient manner.

The eighth and last procedure is called "Support Request Closure". This procedure is used by service desk analysts when they resolve and close out completed support requests.

For more details about these procedures, click on the Process button to return to the graphical representation of this process and click on the box that represents the procedure that you would like to know more about. The graphical representation of this procedure will appear and you will be able to click on the Description button in the upper left-hand corner of your screen to read more about it.