Workplace Services / Service Desk / Service Provider

Service Provider Overview

As a service provider, you will receive a list of service requests  to complete. These requests are made from users throughout the company using Workplace or other request tasks and are governed by Service Level  Agreements (SLAs), which determine how the service request gets routed to you.

Once a service request reaches you, you typically follow this procedure:

1. Accept or decline the request. Some requests may simply be assigned to you and you do not have the option to accept or decline them.
2. Issue or Compete the request.
3. You might decide to cancel the request, or, once the request is issued, you may find that you need to stop it. See Canceling or Stopping Service Requests.
4. Review service history.

You can also manage service requests assigned to you using the Service Console. If a service request stems from an SLA with a complicated workflow, you might not be able to process all steps from the Service Console. In this case, use the other tasks of the Service Provider process.

Documents

As you work on and update a service request, you may need to provide additional documentation to the request, such as material receipts. Accordingly, many forms include options for uploading documents to the service request. For information on using the Web Central document management system, see Using the Document Management System.