Service Desk

最新推荐文章于 2020-11-05 13:03:43 发布

原创最新推荐文章于 2020-11-05 13:03:43 发布 · 504 阅读

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#service #structure #电话

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本文介绍了服务台（Service Desk）的定义及其职责范围，包括接收、记录、优先级划分及跟踪服务请求等，并阐述了服务台与其他IT服务管理流程的关系。此外还探讨了不同类型的Service Desk结构。

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Service Desk

SPOC : single point of contact
Service desk is not charged with finding the root cause of a service interruption; that responsibility lies with Problem Management.
Responsibilities :

1. Receiving, recording, prioritizing and TRACKING service calls. 跟踪

2. Closing incidents and confirmation with Customer. 关闭

Desk 类型：

1. Call Center

2. Help Desk

A help Desk’s primary purpose to manage, coordinate and resolve incidents, as quickly as possible and to ensure that no request is lost, forgotten or ignored.

3. Service Desk: 不只局限于接电话，解决incident, 和其他的itsm的流程都相关，譬如合同，ＳＬＭ等等。　