These cookies are required for the website to function properly. They ensure security, enable basic features like page navigation, and store user session data. You cannot disable these cookies.
- IT Service + Asset + Knowledge
- Process
- Request fulfillment
Request fulfillment
Make the request decision visible before an agent begins and completes the work.
Step by step
-
Submit service request Service Desk Agent
The Service Desk Agent identifies the requester, service, request type and due date.
- Establishes requester, service and due date
- Updates Service requests, People, Services
-
Approve service request Service Manager
The Service Manager checks the submitted action and records approval or rejection.
- Records the authorization outcome
- Updates Service requests
ApprovalA person approves before the work moves on. -
Begin fulfillment Service Desk Agent
An agent takes approved work into progress.
- Marks approved work in progress
- Updates Service requests
-
Complete service request Service Desk Agent
The agent performs the action and records when it finished.
- Records completion and its time
- Updates Service requests
-
Review request completion Service Manager
The Service Manager compares the result with the original request.
- Checks the finished record
- Updates Service requests
Who does what
Roles and permissions- Service Desk Agent
- , Service Manager.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.