Process activity steps
Process activity stepsR01. 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 |