Service Desk Workflow
Common intake, triage, assignment, escalation, tracking and closure process for all incidents, service requests and change requests across managed services.
✔️Incident intake and classification
✔️Assignment and escalation coordination
✔️Tracking and communication throughout
✔️Closure and validation
Incident Management
Classification, prioritisation, assignment and coordination of operational incidents, with clear priority levels and defined response commitments aligned to your managed services.
✔️P1–P5 priority classification
✔️Response and coordination within SLA
✔️Escalation management
✔️Incident trend tracking
Service Request Management
Coordination of standard service requests, moves, adds, changes and information requests, managed through the service desk with clear ownership and accountability.
✔️Standard request intake and management
✔️Change request coordination
✔️Request tracking and communication
✔️Fulfilment within agreed timeframes
Change
Coordination
Coordination, communication and tracking of changes across managed services, with technical impact assessment, rollback planning and change log maintenance.
✔️Change assessment and impact analysis
✔️Change log and documentation
✔️Rollback planning for significant changes
✔️Change outcome documentation
Single point
of contact
One service desk for all managed service incidents, requests and changes, regardless of the technology domain or service involved.
Single point
of contact
One service desk for all managed service incidents, requests and changes, regardless of the technology domain or service involved.
Shared
visibility
Consistent reporting and service review cadence across all active managed services, so your team always has a clear picture of service status.
Shared
visibility
Consistent reporting and service review cadence across all active managed services, so your team always has a clear picture of service status.
Continuous improvement
Agreed improvement actions tracked and managed as an ongoing part of the service, not just raised and forgotten at a quarterly review.
Continuous improvement
Agreed improvement actions tracked and managed as an ongoing part of the service, not just raised and forgotten at a quarterly review.
