The IT Service Request process (Computing Help Desk Software) allows a company's employees to ask their IT department to resolve a problem. The request will be initially reviewed by a user from the IT Help Desk department. The user of the IT help desk performs a preliminary analysis and decides whether the problem can be solved or if more information is needed. If the situation requires more information, it is sent to the IT Help Desk so they can get a more detailed analysis of the problem.
If the problem is resolved, it is sent to IT Transactions (in the IT Help Center Software) where they can review and resolve the problem. Then, the Case Report details go to the solution task. The user who performs this task examines the problem and decides whether the problem has been resolved or should go for a more detailed analysis. If the issue is resolved, the issue is reviewed by the IT department's supervisor, which stores information about the issue and completes the situation by sending an email to the employee reporting the problem. Condition: successfully resolved.
If the problem requires more detailed analysis, it is sent to the Detailed analysis task and assigned to a user from the IT Help Desk department (Computing Help Desk Software). If the problem needs a more detailed assessment, the case is assigned to the user's supervisor to obtain more information. The supervisor adds more information and sends the case back to the IT Help Desk Analyst. The user submits the case to the IT Operations section, which is assigned to the Review and Analysis topic task. The IT operations user solves the problem and sends them to the Report details solutions task. The user assigned to this task decides whether the problem is resolved or whether it needs a more detailed analysis. If the problem requires further analysis, the case will return until the problem is resolved.
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