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About the core processes in ServiceDesk
Workflow
Project name
Change Management
SD.Change Management
Customer Survey
SD.CustomerServiceSurvey
Incident Management
SD.Incident Management
their IT operations. Companies attempt to manage their IT infrastructure,
development, and operations using ITIL concepts and policies.
Organizations that implement ITIL processes seek to improve their operational
efficiencies and improve customer and user satisfaction.
Effectively using ITIL processes can help organizations in the following ways:
Manage user requests quickly.
Determine the root causes of recurring issues so that they can be addressed,
which can eliminate further issues in the future.
See
"About the core processes in ServiceDesk"
ServiceDesk contains predefined, ITIL-compliant processes, which let you manage
service tickets and perform other service management activities.
See
"About workflows, processes, tickets, and tasks"
See
"About ITIL"
on page 24.
The predefined processes are ready to use. However, you can customize any
process to meet the specific needs of your organization. You customize the
workflow for a process in Workflow Designer.
See
"About Workflow Designer"
Core processes in ServiceDesk
Table 2-2
About the core processes in ServiceDesk
on page 28.
Description
Works on standardizing methods and procedures for the most
efficient handling of all changes. The goal of the
standardization is to reduce the effect of changes on the
organization.
Lets the user who is the primary contact for an incident
complete a Customer Satisfaction Survey to rate the service
and the resolution.
See
"About the Customer Satisfaction Survey"
Aims to address the user s issues and get the user back to their
normal working conditions as quickly as possible.
Understanding ServiceDesk concepts
on page 25.
on page 23.
on page 149.
25
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