Classifying Service Requests
Overview
All incoming messages arrive at the central point of the IT organisation, the Single Point of Contact (SPOC), also called the Helpdesk. The helpdesk can be organised locally, decentrally, or virtually (multiple helpdesks appearing as one from the outside). This first level of assistance is also called First Level Support.
Incoming messages are fundamentally divided into three types:
The Three Types
Event
An automatically generated message about the state of a system. These incoming messages are also called Events and do not require a direct report from a user. They are generated by the monitoring system.
Service Request
A formal request from a user or support request, also called a Service Request. This includes general questions, forgotten passwords, instructions for using a program, or requests for new equipment.
Incident
A report of an unplanned interruption of a service, also referred to in ITSM as an Incident.
Issue Tracking System
The Issue Tracking System of the helpdesk manages all incoming requests and automatically assigns them to free helpdesk staff. It allows detailed overview of the disruption and request history.
Also called: helpdesk system or support ticketing system.
Process flow:
Customer inquiry / disruption report
=> Create service ticket
=> Classify and prioritise (HW / SW / NW, urgency, impact)
=> Route to responsible team
=> Find and deliver solution
=> Document and close (incl. commercial aspects via CRM link)
Purpose of categorisation and prioritisation: ensures the right team handles the ticket and that its severity can be assessed correctly.
Knowledge Base
A knowledge-based information processing support system for self-service lookup. Helpdesk staff use it to quickly find solutions to known problems (Known Errors).
| Advantages | Disadvantages |
|---|---|
| Fast answers to repetitive problems | Knowledge becomes outdated => maintenance-intensive |
| Knowledge stays in the company even when staff leave => prevents knowledge gaps | Not every problem has a ready-made solution |
| Cost-effective troubleshooting | Less direct customer interaction |
Request Fulfillment Process
The Request Fulfillment subprocess handles Service Requests (customer queries). Its goal is to process geringfügige (minor) changes and user questions efficiently.
- Responsible: First Level Support
- Tools used: Issue Tracking System, Knowledge Base, handbook
- Triggered by: a customer contacting support with a user query
- Decision point: classifying the user query (Hilfestellung / Änderungswunsch / Passwortanfrage)