Workspace Services / Service Desk / Service Desk Manager

Service Desk Manager Overview

As a Service Desk Manager, you are responsible for defining the basic tool that runs the Service Desk workflow -- the service level agreement (SLA).

Two Ways to Create SLAs

Archibus offers two views for creating SLAs, depending on the application you are using.

	Manage Service Level Agreements	SLA Console
Task	Manage Service Level Agreements and related tasks	Manage Service Level Agreements
View File Name	ab-helpdesk-sla-create-tabs.axvw	ab-bldgops-sla.axvw
Archibus Applications	Service Desk Hazard Abatement Space Inventory (if using transactions) Occupancy (if using transactions)	Corrective Maintenance Preventive Maintenance Maintenance module

See

• Comparing the Service Desk and Maintenance Applications
• Exploring the Maintenance Console

Note: As part of Archibus Foundations, you can also create simple SLAs for use with the Workplace self-service tool. See Manage Service Providers and Notifications.

Concepts

Understanding SLAs

Understanding Request Types

Tasks

Define SLAs

Manage Request Types

Determine Ordering Sequence of SLAs

Search and Manage Service Requests

Close and Archive Service Requests

Schedule Workflow Substitutes

Examples

Example 1: Set Up a Simple SLA 

Example 2: Set Up an SLA that Requires Financial Approval

Example 3: Set Up an SLA that Handles Emergency Situations