Customer Contacts the Service Desk
Email | Phone Call | Web Request (ServiceNow)
ServiceNow Record Created
This is known as an “Interaction Record” in ServiceNow.
The customer receives a notification that an Interaction Record has been opened, confirming the request for support has been received.
Incident or Service Request
The technician determines whether this is an incident or a service request and converts the Interaction Record accordingly. Based on this determination, the process takes different paths.
Status or general inquiries will be answered directly or forwarded to the necessary representative.
Incident
An unplanned interruption to a service or a reduction in the quality of a service
Customer is notified when an incident is created.
Prioritize
The technician prioritizes the incident based on the information provided.
Customer is notified whenever the priority changes.
Troubleshoot
The technician will either begin troubleshooting the incident or assign it to the IT department that manages the affected service.
Customer participation may be needed while troubleshooting.
Customer is notified on status changes.
Resolution
When a resolution is determined, a technician will contact the customer to provide guidance, confirm the fix, and request approval to resolve the incident.
Service Request
A request from a customer that initiates a service action which is a normal part of service delivery
Customer is notified when a service request is created.
Approvals
If required, the request is submitted to the appropriate approvers.
Fulfillment
The department fulfilling the request completes it within the targeted time to deliver (Service Level Expectations).
Customer is notified on status changes.
