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)
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