IT service process
Service Desk, Problem Management
Service Level Management
Description
Description
The Service Desk is the initial point of contact for users. The Service Level Agreements contain all the necessary information, for example range of services. The Service Desk must be provided with this data to ensure the competent handling of the customer requests.
Information provided by Service Level Management is also the basis for the Problem Management on that the Problems connected with the IT services can be defined. The agreed quality requirements must support the Problem Management procedures.