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Home my knowledge base ITIL ITIL - Service Desk Activities
ITIL - Service Desk Activities PDF Print E-mail
Written by Ranjit Patel   
Tuesday, 06 January 2009 01:18

• Single Point of Contact
• Log all Incidents
• Resolve Incidents using KE DB
• Escalation
• Service Requirements
• Reporting Trends
• Workarounds
• Monitor
• Track
• Information Requests
• Categorisation
• Prioritisation
• Closure
• Refer to Second Line
• First Investigation
• First Diagnosis
• Recovery
• Keep User Informed

 

The Process of Great Leadership : Enable others to act - Give them the tools and methods to solve the problem.

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