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Service desk setup

First of all, establish a single point of contact in your company, which will be managed by the ALVAO Service Desk. This central collection point will manage not only the tickets that are made to IT from users, but also all internal IT tasks as well as tasks arising from systems that monitor business-critical technologies. Declare this in internal documents or directives such as:

• Central telephone number for collecting tickets and faults
• Main email address for reporting defects
• Web application for reporting defects and making tickets

Example of an internal directive

An internal directive on this issue should include the following information:

1. The IT user reports all their tickets to the Service Desk.
2. The Service Desk can be reached at:
   • Telephone: +xxx xxx xxx
   • Email: service-desk@contoso.com
   • Web: https://server/servicedesk
3. In the Alvao WebApp, the user can continuously monitor information about the status of the ticket resolution.
4. The user is informed about the resolution of the ticket by phone or email.
5. Solvers follow the Resolution Procedures listed in the Service Desk application.
6. Tickets and errors outside the system are not measured and cannot be claimed.

 

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