Posted: Sun Apr 22, 2018 10:29 am Post subject: Documenting request fulfillment
I'm fairly new to ITIL. Trying to document current processes but getting really confused. Currently working on request fulfillment. I have the main process documented and am now trying to document request models for common service requests. I documented the steps to reset passwords and am now trying to document a request for information. Is this the right way to do this?
How would I document a request for information? Something like this:
Step 1 - gather all details
Step 2 - can you answer it?
Step 3 - if not, search knowledge base
Step 4. - if you found answer, communicate to user and update ticket?
If you can't find the answer, escalate
Any help to confirm I am headed in the right direction or suggestion on how to do something different would be greatly appreciated!
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum