Service Definition

Introduction

The Service Desk receives various types of Requests. Some examples are:

• Incidents (technical support issues).
• Service requests.
• Purchase requests.
• Complaints, feedback, or suggestions.

The Request Management process standardizes the way in which the support technicians attend to customers, and ensures that each request is resolved in the fastest, most efficient manner possible.

Scope of application

This process is applied every time a customer contacts the Service Desk (by phone, email, through the Self-Service Portal or by any other means).

Process

The Request Management process is as follows:

Process Summary

1. When a call is received by the Service Desk, the Level 1 technician follows the Procedure 1. Call handling. This procedure consists of identifying the customer and understanding why they are contacting the Service Desk. Procedures 2, 3, or 4 are then applied (as applicable).
     
2. If the customer is calling about a Request that has already been registered, then the technician will follow procedure 2. Updating existing requests.
     
3. If the customer's call relates to a new Request, then the technician will apply procedure 3. Create new request.
     
4. Once the Request is registered in the system, the Level 1 technician will apply process 4. Level 1 support, in which the first step is to analyze the customer's request to determine whether or not it can be resolved at Level 1. If the Level 1 technician can resolve it, he will carry out the appropriate support actions directly.
     
5. If the Level 1 technician cannot resolve the request, he will escalate it to the corresponding Level 2 group. The Level 2 technician applies process 5. Level 2 support.
     
6. When the technician resolves the request, Procedure 6. Resolution and closure is applied. This process basically consists of documenting the resolution and changing to status to "Resolved". The technician then contacts the customer to explain the solution provided, and to ask for approval to close the request. The request cannot be closed in the system until confirmation has been received from the customer.

Roles

In the Requests Management process, a distinction should be made between the following roles or profiles:

1. The Customer is the person making the request. In the Track-It! application this role is called Requestor.
     
2. The is the Technician (normally Level 1) who opened it in the system.
     
3. Level 1 Technicians are the technicians who receive and respond to the support calls from the Customer, when the request is first reported. They try to resolve the problem themselves, if possible during the first call, but they can escalate the request to more specialized Level 2 Technicians if necessary.
     
4. Level 2 Technicians are specialist technicians who do not normally provide technical support services, except when the Level 1 technicians require their help. They are often divided into groups by specialization. Typical examples of Level 2 groups are: database, critical applications, systems, infrastructure, etc.
     
5. The Group Manager is the person who coordinates and supervises the activity of a Support Group.