Establishing the roles and responsibilities of ServiceDesk Plus
ServiceDesk Plus is the link between the users and the IT organization, and hence is often assigned most of the responsibilities in the Incident and Problem Management process flows. However, sometimes there can be dedicated functions or teams for these. Even in such cases, certain responsibilities still ideally lie with the service desk team, such as the following:
- Incident logging
- Initial diagnostics
- Escalations at the right time
- Incident or problem record ownership (that is, updating or closing the records at the right junctures)
- User communication
- Indication of passing of Incident or Problem Management to respective functions
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