Incident Management

Service Desk

• Tasks:
  • Acceptance of Calls, Incidents and Service Requests (Incident Management)
  • Preparation and communication of information about ticket working statuses
  • Communication of Incident solutions
  • Problems reporting
  • Tracking of Incident statuses
  • Control of the escalation processes in this area
• Responsibility:
  • Correct communication with the customer / end user
  • Reachability concerning SLA Definitions
• Competency / Authority:
  • Ordering support from experts of different IT departments (disturbances of Prio 1)
  • Accessibility of all data of current Incidents
  • Creation of Incidents
  • Closing Incidents after solution and end user feedback
  • Forwarding of Incidents to 2nd and 3rd Level Support (functional escalation)