From the course: IT Service Desk: Service Management
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Establish a process
From the course: IT Service Desk: Service Management
Establish a process
- Prioritization is the next key activity. It measure business impact, the number of users and business processes affected. Prioritization is the result of impact and urgency and it can be changed as the urgency or impact changes. Remember, prioritization is only important when the issues is sent to a queue, where the backlog is addressed in the order priority. If the issue can be resolved on first contact, prioritization isn't critical as the issue was resolved, not put into backlog. A few key items to keep in mind when establishing and managing priority levels are: first, provide clear guidance with practical examples to enable the service desk to accurately determine correct urgency and impact levels. This should not be left up to guessing by the service desk or being self-determined by customers. Second, if a customer or user is adamant that their incident is deviating from normal guidelines, ensure there is a process in…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.