Service Desk

符棋
2023-12-01
 
Service Desk
 
  1. SPOC : single point of contact
  2. Service desk is not charged with finding the root cause of a service interruption; that responsibility lies with Problem Management.
  3. Responsibilities :
1. Receiving, recording, prioritizing and TRACKING service calls. 跟踪
2. Closing incidents and confirmation with Customer. 关闭
  1.      Desk 类型:
1.        Call Center
2.        Help Desk
A help Desk’s primary purpose to manage, coordinate and resolve incidents, as quickly as possible and to ensure that no request is lost, forgotten or ignored.
3.        Service Desk: 不只局限于接电话,解决incident, 和其他的itsm的流程都相关,譬如合同,SLM等等。 
  1. Structure
1. Local Service Desk: On-site support
2. Centralized Service Desk: 
3. Virtual Service Desk: 
 
 类似资料:

相关阅读

相关文章

相关问答