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.

Optimizing a help desk workflow process. 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 can be helpful to depict the process in a flowchart. It s necessary to design an adequate process for the management and dissemination of knowledge.

For this the process needs 3 actors as follows. Process models and flow charts can help an organization s it department run more productively and more cost effectively read more to learn how. Itil v2 see also incident management itil v3. Service desk it process flow explained using the flowcharts.

Discuss how customers know their ticket has been received how tickets are routed to customer service agents and any pertinent steps. Describe your workflow from when a customer enters a ticket. 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. This will lead to quicker resolutions of client problems.

While the it help desk can conduct incident management via email with the user and other stakeholders the best incident management teams work through a dedicated process flow with a formal ticketing system. It s not enough to only know what a help desk workflow process is. 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. 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.