baoreo.blogg.se - Service desk priority matrix

It also includes standard additions to the computer, such as OS, Anti-Virus and Misc. Desktop Management: This Service covers the requisition, upkeep, and disposal of standard computer systems, desktop and laptop to end users.Conferencing/Presentation: This Service encompasses Conference Setup, Web sharing, Projectors and more.This can mean updating permissions, or creating new accounts. Account Management: This Service pertains to controlling access to network resources or centralized software.Services in the default Service Catalog include:

To get your Service Desk started, CSM provides a thorough default Service Catalog (found in the CSM Portal), shown in the following figure. Priority is derived from an impact and urgency Priority Matrix.

Priority: The Priority is the established timescales and effort to respond to and resolve an issue (Incident or Request).

SLAs : A Service Level Agreement (SLA) is an agreement between an entity (Customer, Service, or Configuration Item) and a Service Provider that defines Response/Resolve Target Times for a Service.

Service Categorization: The Service Categorization is a three-tiered organization (Service, Category, and Subcategory) that determines the type of support required (Incident or Request), which Specifics form to display to capture the appropriate details, and which Priority Matrix to use.

Basic information: Name, description, Status, Stakeholders/Owners, costs, etc.

The Service Catalog is the heart of any Service Desk because it defines and communicates a list of Services that an organization provides to its employees or customers.