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A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
The Management Directorate is responsible for department-wide administrative support services and oversight for all support functions, including: IT, budget and financial management, procurement and acquisition, human capital, security, and administrative services. The Under Secretary also provides the overarching management structure for the ...
Lead supplier as service integrator: One of the clients's existing service providers is responsible for service integration in addition to its original service delivery responsibilities. External service integrator : An independent third-party company is responsible for service integration without additional service delivery responsibilities.
The request requires approval, and goes through routing, service-level management, and other processes necessary to fulfill the request. The user may return to the site later to check on the status of a request, or to view overall metrics on how well the organization is performing the services it provides.
Staff functions are added to help line managers in meeting their objectives. The tendency for the scope and role of effective managers to increase, sometimes to untenable levels, can be greatly mitigated by an able staff function providing invaluable support to enable a full management role to be expressed within the time and cost bounds of the ...
It can also involve maintaining the service databases which are used to determine periodic billing. Maintenance involves upgrades, fixes, new feature enablement, backing up and restoring data, and monitoring the media health. The major task is Diagnostics and troubleshooting. Provisioning is the setting up of the user accounts, devices, and ...
Table 1: Role descriptions for the change request management process Role Description Customer: The customer is the role that requests a change due to problems encountered or new functionality requirements; this can be a person or an organizational entity and can be in- or external to the company that is asked to implement the change. Project ...
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