Service request completion

Step by step

1. Submit the request Service Desk Manager

   Service Desk Manager checks the request type, requester, service, requested time and due time. The record needs enough context for a person to take responsibility for the work.

   • Establishes requester, service and due time
   • Updates Service requests, People, Services

2. Review the request Service Desk Manager

   The manager reads the submitted work and its due date. An Approved or Rejected state should reflect the decision made for that request. A rejected record remains available to explain the outcome to the requester.

   • Records the decision state
   • Updates Service requests

3. Work the request Service Desk Manager

   in progress describes active fulfillment. The manager can inspect the related service when several requests affect the same operational area.

   • Shows active work
   • Updates Service requests, Services

4. Complete the work Service Desk Manager

   Once the requested action is done, the completion workflow applies the Completed state. Service Desk Manager records the completion time so it can be compared with the due date.

   • Applies completed state; manager records completion time
   • Updates Service requests

5. Review the result Service Desk Manager

   Service Desk Manager checks the request completion report for work finished after its due date and discusses the cause with the team.

   • Compares due and completion times
   • Updates Service requests

Service Desk Manager

, Admin.