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Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is.
It service desk process flow chart. Service desk it process flow explained using the flowcharts. There may be several levels of support staff as well as experts that are sometimes located outside the it organization with an it help desk flow chart such this one it s easy to understand how end user issues are handled routed and solved. It help desk 3 tier model swim lane flow chart derived from process triage map h e l p d e s k r e p s c u s t o m e r i n t e r n a l t e c h n i c a l e x p e r t s t i e r 2 t o o l s m a n a g e m e n t t i e r 3 3 return ticket to tier 1 b 3 re assess severity level c existing. 5 17 flowchart template with multiple ends.
Help desk flowchart template to visualize the processes involved in it service desks and ticketing systems you can edit this template and create your own diagram creately diagrams can be exported and added to word ppt powerpoint excel visio or any other document. You can edit this flowchart using creately diagramming tool and include in your report presentation website. For this the process needs 3 actors as follows. This template provides a basic overview of a typical help desk process from the point of problem identification to resolution.
Discuss how customers know their ticket has been received how tickets are routed to customer service agents and any pertinent steps. Three decision flow chart template. Service desk software helps manage customers self help options tickets reports slas etc. Itil v2 see also incident management itil v3.
Use this microsoft 2010 visio template to document your help desk process flow and measure activity. A flowchart showing service desk flowchart. Optimizing a help desk workflow process. 5 16 linear process template using flowchart objects.
This will lead to quicker resolutions of client problems. It s not enough to only know what a help desk workflow process is. It s necessary to design an adequate process for the management and dissemination of knowledge. Describe your workflow from when a customer enters a ticket.
4 9444 18 decision flowchart template. It can be helpful to depict the process in a flowchart.
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