ServiceDesk Plus 8.x Essential

Establishing the roles and responsibilities of the service desk

The service desk might play the role of the coordinator of the Change and Release Management processes and is also the crucial link with Incident and Problem Management. However, even in cases of dedicated functions for these processes, certain responsibilities lie with the service desk:

• Role of change initiator: As part of Problem Management, the service desk may initiate changes required for problem resolution. Even for proactive changes, the service desk may log the change in the system and control its flow. The service desk may also raise change requests based on service requests.
• Incident or Problem Manager: Once the change is agreed to have been successfully resolved in the initial ...