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Simple ITIL aligned service desk

My Service desk manager has asked if we could change our JSD in order to simplify the interface for our customers. 

He has suggested we just have 2 options :

  • Report a problem
  • Request a change

The service desk team would then determine which issue type (and associated workflow) would apply to the ticket and update it accordingly. 

The problem that I have with this is that the process of changing the issue type involves moving through 4 screens which feels very cumbersome.

Has anyone done something similar and if so could they offer any suggestions?


1 answer

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The best thing you can do is correct the mismatch.  Stop changing the issue type and have your request types mapped correctly so that agents don't have to do it.

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