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
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