This diagram describes the major process related activities, for each of the major steps. For each step, the responsibilities of all roles applicable are explained in a RACI matrix. Each step is explained as well in the next paragraphs.

Role	Description
Request Owner	The Request Owner is responsible for ensuring that all activities defined within the process are undertaken and that the process achieves its goals and objectives.
Request Manager	The Request Manager is responsible for the Request procedure, for work instruction design, and for the day to day management of the overall procedure. The manager has authority to manage all aspects of Requests fulfilment.
Request Analyst	The Request Analyst is responsible for designing and implementing the Request Procedure as defined by the Request Manager, and to be a point of contact for escalated issues, questions, or concerns.
End User	The End User is the person using an IT resource. This role is responsible to report all Incidents and make all IT requests and contacts through the Service Desk.
ServiceDesk Agent	The Service Desk Analyst is responsible for the day to day communication with all End Users and to facilitate the resolution and fulfillment of Incidents and Requests.
Request Coordinator	The Request Coordinator is responsible of managing all requests that are assigned to his group, within the SLA defined.

Implementation of the major roles in the healthdata.be team:

Role	Healthdata function
End User	anybody who is not part of the healthdata organization, but is a user of its services (scientists, Sciensano staff, hospital/laboratory staff, …)
Service Desk Agent	Is part of the role of Support Engineer/Service Desk Officer in the Services & Support Team
L2/3 Request Analyst	Is part of engineer/developer functions in all HD teams- IAT, DC, DWH, SOB; as well as the DPO, EA, other architects
Request Coordinator	Is part of the role in all HD teams
Request Manager	Is part of the role of Incident management in the Services & Support Team

Ref	Functional Process Item	End User	Service Desk Agent	L2/3 Request analyst	Request Coordinator	Request Manager
R01	Request Identification	I	R		R	R, A
R02	Request Logging	I	R		R	A
R03	Request Categorization & Prioritization	I	R		R	A
R04	Known request ?		R		R	A
R05	Request fulfillment		R	R	R	A
R06	Consult End-user	C	R		R	A
R07	Set request as ‘completed’	I	R		R	A
R08	L2 needed ?		R		R, I	A, I
R09	Assign request to L2/L3		R	I	R	A
R10	Reassign ticket to Service Desk		I	R	R	A, I

RACI	Description
A = Accountable	The single owner who is accountable for the final outcome of the activity.
R = Responsible	The executor(s) of the activity step.
C = Consulted	The expert(s) providing information for the activity step.
I = Informed	The stakeholder(s) who must be notified of the activity step.

R01. Request Identification

Input(s)	A ticket can be initiated by phone call, email, portal, or walk-in.
Output(s)	Request ticket is created in Service Now
Status	New
Description	The End-user can initiate a request via :
	Portal : preferable way of reporting a request. Email : a user sends a mail to Support.Healthdata@sciensano.be. The Service Desk has one day to pick this up and create a ticket on behalf of that user. Phone : a user contacts the Service Desk by phone to report a request. The Service Desk will immediately, while on the phone, create a ticket on behalf of that user. Walk-in : a user can visit physically the Service Desk to report a request. The Service Desk will immediately create a ticket on behalf of that user.

R02. Request Logging

Input(s)	Details gathered from the End User is added to the ticket
Output(s)	Ticket is enriched with information in the work notes.
Status	Open
Description	The Service Desk will perform a first analysis of the request ticket : It is not a request, but an incident : the request ticket will be closed and the Service Desk will create an incident ticket It is a request : the ticket will be enriched with the first analysis

R03. Request Categorization

Objective	To categorize every new Service Desk Record for assignment, diagnosis, and reporting purposes.
Input(s)	Open Request Record
Output(s)	Categorized Request Record
Status	Open
Description	The Service Desk will verify or modify the category on which the request has been opened :

R03. (2) Request Prioritization

Objective	To set an appropriate Priority for scheduling and handling the Request.
Input(s)	Open, Categorized Request Record
Output(s)	Open, Categorized and Prioritized Request Record
Status	Open
Description	The Service Desk will verify or modify the priority on which the Request has been opened : Catalog resolution times to define : e.g. RFI = 10 working days, RFAccess = 3 working days, …

R04. Known request ?

Objective	To identify if a fulfillment action is already known.
Input(s)	Open, Categorized and Prioritized Request Record
Output(s)	Open, Categorized and Prioritized Request Record
Status	Work in Progress
Description	The Service Desk will try to detect if a fulfillment actions is already known in the knowledge base. If found, the Service Desk will apply this action

R05. Fulfill request

Objective	To define whether a request can be solved by the Service Desk or not
Input(s)	Open, Categorized and Prioritized Request Record
Output(s)	Open, Categorized and Prioritized Request Record
Status	Work in Progress
Description	The Service Desk will apply the fulfillment action(s)

R06. Consult end-user

Objective	To have the confirmation of the end-user that the actions applied fulfill the request.
Input(s)	Open, Categorized and Prioritized request Record
Output(s)	Open, Categorized and Prioritized request Record
Status	Pending (! Same as for IM ?!)
Description	The Service Desk will contact the end-user, preferably by phone If not available by phone, the Service Desk will send a mail The SOP ‘Manage awaiting tickets’ will apply

R07. Set request as completed

Objective	To set the request ticket to status ‘complete’ after confirmation of the end-user.
Input(s)	Open, Categorized and Prioritized request Record
Output(s)	Open, Categorized and Prioritized request Record
Status	Close complete
Description	Once the end-user has confirmed the fulfillment, the Service Desk will change the status to ‘closed complete’. If the end-user should not be satisfied, he will not be able to re-open the ticket, he will have to create a new request ticket

R08. L2 needed ?

Objective	To determine, after diagnosis (R04), whether the Service Desk can fulfill the request or a L2-group has to manage the request.
Input(s)	Initial Diagnosed request Record
Output(s)	Open, Categorized and Prioritized Incident Record
Status	Work in Progress
Description	If Service Desk cannot fulfill the request, the ticket will be assigned to an L2/L3-group

R09. Assign request to L2/L3

Objective	To assign the incident ticket to a L2/L3 group.
Input(s)	Investigated and Diagnosed request Record
Output(s)	Open, Categorized and Prioritized request Record
Status	Work in Progress
Description	Once the ticket is assigned to a L2/L3-group, the request coordinator of that particular group has to manage this ticket, under control of the request manager

R10. Reassign ticket to Service Desk

Objective	To ensure that the fulfillment action is validated by the end-user.
Input(s)	Fully Updated request Record
Output(s)	Updated request Record
Status	Work in Progress
Description	When the fulfillment action is applied, the request ticket will be reassigned to the Service Desk, who will continue with step R06