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Service Desk Establishment

First determine a single point of contact in the company for all requests, which will be controlled by the ALVAO Service Desk system. This central collection center will manage both support requests and tickets issued for your IT Department by users, and all corporate IT tasks, as well as tasks created in systems that are monitoring your business-critical technologies. This should be declared in internal documents or directives as:
  • Central phone number for requests and failures collection
  • Main e-mail address for reporting failures
  • Web application for reporting failures and inserting requests

Example of internal guideline

Internal guideline regarding this issue should contain the following information:
  1. The IT user reports all his/her requests to Service Desk.
  2. The Service Desk is available via:
    • Phone: +xxx xxx xxx xxx
    • E-mail:
    • Web: https://server/servicedesk
  3. The user can see the information about the request solution status continuously on Service Desk WebApp.
  4. When the request is resolved, the user is informed via phone or e-mail.
  5. The solvers proceed in accordance with Workflows in the Service Desk Application.
  6. Requests and errors outside the system are not measurable and a complaint can not be claimed.


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