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- IT Service + Asset + Knowledge
- Who it's for
- Shared service desks
Shared service desks
A shared desk receives cases that outlast a single agent's shift. An incident's assigned person, service and dated updates help the next agent understand the work. Requests have a separate approval decision. Problems keep broader investigation with a named owner, and reviewed articles provide service guidance that several agents can use.
How IT Service + Asset + Knowledge is set up for you
Shift handoff
Record an incident update with its author and time before responsibility changes.
Manager review
Work Submitted requests as decisions, then pass Approved work to fulfillment.
Cause tracking
Keep a problem statement, owner and root cause for recurring service issues.
Current guidance
Review articles before publication and archive superseded content.
A shared desk receives cases that outlast a single agent's shift. An incident's assigned person, service and dated updates help the next agent understand the work. Requests have a separate approval decision. Problems keep broader investigation with a named owner, and reviewed articles provide service guidance that several agents can use.
Pick an active service and give it an owner. Create an incident, assign it to a Service Desk Agent and record an update describing the symptom and first action. Let another agent continue the same case using the update history. They should be able to find the service, asset and priority without asking the first person to restate them. Record acknowledgment and resolution at the times those events actually occur.
For the same service, submit a request and have the Service Manager make the decision before an agent begins the work. Open a problem if the case pattern suggests an underlying issue. Once its cause is known, draft an article and move it through review to publication. The team should finish the exercise by checking whether the incident history, problem finding and current article each answer their own question clearly.
Features to start with
Roles on the team
- Service Manager
- Owns service decisions and reviews work across incidents, requests and changes.
- Service Desk Agent
- Receives and works incidents and service requests.
- Asset Manager
- Maintains asset identities, service assignments and dependency evidence.
- Knowledge Editor
- Drafts, reviews and publishes service knowledge.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.