A help desk exists because end users need support reps or technicians to perform ‘tasks’ for them. In ServicePRO®, we call these tasks Service Requests. The Service request is the foundation of the help desk.

The objective of the service request is threefold:

  1. To make sure that the task is accomplished in the quickest, most efficient manner
  2. 2. To capture data for subsequent analysis and process improvements
  3. To enhance transparency

In ServicePRO®, a service request is a repository for three types of information:

  1. Task Management information – provides workflow control and contains data for later analysis and reporting
  2. Documentation – record of activities performed and information gathered for the purpose of accomplishing the task
  3. Communication and collaboration – information flows that facilitate carrying out task-related activities. These include emails concerning the requests, reminders, and Quick Message threads, chats, RemoteASSIST® screen sharing sessions, and calendar appointments.


New Service Request Details


The New Service Request form maximizes efficiency by providing the tools and options we need to capture the details of a request and to monitor and track the request through its resolution.

  • Title: A descriptive title to identify this request like “Intermittent drops when using wireless”.
  • General Information about the request:
    • Type of service being requested – if a custom request type is selected (‘incident’ in this case), a Custom Fields tab appears to the right of the Main tab.
    • Requester’s name
    • Category the request falls into – used for analysis and reporting purposes
    • Asset involved (if any)



 

In the Workflow section we specify where the request is routed, who will work on it and when, what priority it should assume, and who is responsible for its completion.



The notification options enable us to keep stakeholders up-to-date on the status and progress of the service request. We can specify what is being sent, to whom, and from which sender account.

Once the details of the request have been entered, we have various options for managing the request. These are provided on the Ribbon toolbar at the top of the screen.



The Ribbon Toolbar




The Actions group provides functions like attaching files, using quick messages to communicate with coworkers, and launching the RemoteASSIST® screen sharing utility (included).

We can also schedule meetings with other team members. Calendar information is automatically synchronized with Microsoft Exchange


Other communications and collaboration functions enable us to:

Send an instant message to a colleague or the end user
Initiate RemoteASSIST® screen sharing app (included)


The Lookup / View  group enables us to find related requests, find suggested or historical solutions, and get more details about the request and the requestor for the current service request.


Initiating a service request is the first and critical step in providing excellent service. Our goals in designing the function is to provide:

  • Balance between the amount of information required for optimal service and the amount of data that needs to be collected.
  • Provide knowledgebase and lookup tools for quick resolution
  • Enabling easy and powerful communication and collaboration tools




Where to Next?