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Understanding Service Desk
Service Desk Basics
- Change request
- Service Level Agreement (SLA), Operation Level Agreement (OLA), Underpinning Contract (UC)
- Incident
- Known errors
- Problem
- Knowledge base article
- Service time profile
- Task
- Note
- Appointment
- Announcement
- Backlog
- The Send E-Mail action
- The Take Over action
- Track activities with new information received
Advanced Principles in Service Desk
- Automatically apply the tightest Service Level Agreement when updating activities
- Using OLAs to facilitate resolution of activities
- Prefilling asset when a ticket is reported
- AD configuration settings for the Reset Account action
- Tracking working time
- Automatic time tracking
- Inheriting ownership for tasks, change requests and problems