Providing a Status Update
Service desk analysts normally spend most of their time in the Service Desk console. This is where you can check the progress of a user’s requests and register a new request for a user.
Let’s assume that William Dooley calls the service desk. He would like an update on his request concerning a charger for his smartphone. Click on the Service Desk console icon and use the Requester field to look up William.
Users can be found by entering the first few characters of their name in the Requester field of the Service Desk console. It does not matter whether these are the first few characters of the user's first or last name. It is also possible to find users by entering the first few characters of a word that occurs in the name of the user's organization. Another way to find a user is to enter the user's Support ID in the Requester field.
Once you have selected William’s person record in the Requester field, use the information presented underneath the Requester field to get an idea of who William is.
Questions:
Which organization does William work for?
William works for the Sales & Marketing department of Widget North America.
In which city is William’s office located?
William’s office is located in Chicago.
How important do you think William’s smartphone is to William?
William is an Account Manager, so he probably relies heavily on his smartphone. But service desk analysts do not really need to worry about this. Xurrent automatically ensures that the targets of requests are set in accordance with the SLAs that have been agreed on with the business.
Continue
Next, look up the request that William referred to and see if you can find out what its current status is. Assume that you have provided William with the update. William indicates that he is OK with waiting a few more days since he is still able to charge his smartphone in his car with his car charger.
Place the request in Edit mode and use this information to update it.
Question:
Since it is now clear that William is still able to use his smartphone, should the impact of the request be adjusted?
The user is still able to use the service. So yes, the impact of the request should be changed from “Medium – Service Down for One User” to “Low – Service Degraded for One User”.
The following video provides an overview of the exercise: