It Service Desk Process Flow Chart

Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is.

It service desk process flow chart.

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. For this the process needs 3 actors as follows. Itil v2 see also incident management itil v3. 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.

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. 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. Discuss how customers know their ticket has been received how tickets are routed to customer service agents and any pertinent steps. It s necessary to design an adequate process for the management and dissemination of knowledge.

Process models and flow charts can help an organization s it department run more productively and more cost effectively read more to learn how. Service desk software helps manage customers self help options tickets reports slas etc. 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 s not enough to only know what a help desk workflow process is.

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. Describe your workflow from when a customer enters a ticket. Optimizing a help desk workflow process. Service desk it process flow explained using the flowcharts.