Guidelines

Let’s look at the various steps involved in the service request management process:

•  A user submits a service request from the service management portal.
• The service request is assigned to a service desk admin from the ICD team.
• The admin assesses the request based on the standard qualification and approval processes. If required, they might forward the service request for business or financial approval.
• The service admin either processes the request or sends it across to the relevant team member.
• Once the service request is resolved, the admin closes the request and follows up with the user to ensure that they are satisfied with the resolution.