Workplace Services / Service Desk

Service Desk: Application Overview

As more and more companies are turning to outsourced partners for everything from IT services to catering, they are running their operations like businesses in which they engage in contracts with their internal customers for levels of support.

The Archibus Service Desk application provides a web-based application for managing all steps of a service request  -- from entering the request, to tracking the request, to reporting on the handling of the request.

The Service Desk application uses Service Level Agreements (SLAs) to automate the routing and handling of the help requests.

Also see Comparing Service Desk and Corrective Maintenance.

Workflow

process flow diagram for the Service Desk activity

Role-Based Tasks

Users can log into Web Central to perform various tasks, such as submitting a service desk request, approving a request, issuing a service desk request, and checking the status of a request. More advanced users define the service level agreements that route the requests. Each user accesses a specific set of service desk tasks, based on their role.

Client

Entering a Request

Entering a Request with Workplace

Checking on a Request

Verifying that a Request was Completed

Managing Unsubmitted Service Requests

Recording your Satisfaction with a Request

Business Manager

Approving Service Requests

Rejecting Service Requests

Reviewing Service Requests

Scheduling Substitutes

Service Provider

Overview

Accepting and Declining Service Requests

Issuing / Completing Service Requests

Stopping Service Requests

Reviewing Service History

Managing Requests with the Service Console

Service Desk Manager

Concepts

Tasks

Service Contract Manager

Reviewing Service Level Agreements

Defining Service Contracts

Reviewing Service Desk Analysis Reports

Business Process Owner

Developing Background Data

System Integrator

Understanding Service Desk Steps

Understanding Service Desk Roles

Managing Service Desk Steps

Managing Service Desk Roles

Example 1

Example 2

Setting Application Parameters

Service Desk Reports

List of Service Desk Reports