Maintenance / Corrective Maintenance / Service Desk Manager

Service Desk Manager Overview

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

Note: Although both the Preventive Maintenance and Corrective Maintenance applications use SLAs, SLAs for preventive maintenance should be defined and edited using the preventive maintenance tasks. Do not edit an SLA for preventive maintenance from the tasks of the Corrective Maintenance application.

Concepts

Service Level Agreements (SLAs)

Grouping SLAs

Editing SLAs

Working with Templates

Workflow Name

Request Types

Develop SLAs using the SLA Console (the Manage Service Level Agreements task)

Prerequisites: 

• Define SLA Priority Levels
• Create Service Catalog

Overview: Manage Service Level Agreements (SLA Console)

Summary Topics

Use the SLA Console's SLA Wizard (Edit Details) to Create Corrective Maintenance SLAs

Use the SLA Console's Quick Edit Form to Create Corrective Maintenance SLAs

Detail Topics

Step 1: Set Priority Levels

Step 2: Add Optional Steps

These steps are available for Corrective Maintenance only:

• Approve Work Requests
• Estimate and Schedule Work Requests
• Confirmation
• Satisfaction Survey

These steps are available for Corrective Maintenance and PM:

• Dispatch
• Notification
• Verification
• Checklist

Step 3: Define the Service Window

Other Tasks

Determine the Ordering Sequence of SLAs

Create Groupings

Search & Manage Work Requests

Schedule Substitutes