Service Desk SR Handling Process
Client
SR
Submitte
d
2nd Tier
Service Desk
SD HQ
Process Outline
1. Clients submits SR
1. Categorize SR
3. Correct Region
2. Submit
2. SD Technician
categorize and submit
SR after correcting
Region if needed.
Assign SR to other SD:
HQ SD Tech
YES
Local SD Tech
NO
YES
3. If escalation to HQ SD
or assigning to another
Local SD tech is needed,
the actual SR is reassigned. Do not create
WO.
Resolve /
Fulfill
WO Required?
4.If 2nd tier is required,
create WO and assign to
local local or HQ
NO
WO Closed?
5. When WO is closed,
then SD to close parent
SR.
NO
YES
6. When resolved locally
by receiving SD tech.
Close the SR.
Resolve /
Fulfill
NO
Completed?
YES
Close SR
Close SR
Version: 1.0
Date: 15/05/2019
Drafted by: Abdikarim Ali