Method for implementing service desk capability
First Claim
Patent Images
1. A method of providing a service desk capability, the method comprising:
- receiving a request for service from at least one customer selected from the group consisting of an internal customer, an external customer, a global customer, and an e-commerce customer;
logging the request;
categorizing the request assigning the request for service;
resolving the request for service;
confirming resolution of the request for service; and
closing the request for service.
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Accused Products
Abstract
A service desk capability is accessible by customers of the service desk, the customers including external customers, e-commerce customers, and global customers. The service desk includes means for solving problems and incidents reported, and also means for tracking and reporting the service desk'"'"'s performance in solving the problems and incidents. A method for providing the service desk capability is also disclosed.
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Citations
67 Claims
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1. A method of providing a service desk capability, the method comprising:
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receiving a request for service from at least one customer selected from the group consisting of an internal customer, an external customer, a global customer, and an e-commerce customer;
logging the request;
categorizing the request assigning the request for service;
resolving the request for service;
confirming resolution of the request for service; and
closing the request for service. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39)
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40. A method of providing a service desk capability under a service level agreement, the method comprising:
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receiving a request for service from a customer selected from the group consisting of an external customer, a global customer and an e-commerce customer;
logging the request;
categorizing the request;
assigning the request for service;
resolving the request for service;
confirming resolution of the request for service; and
closing the request for service. - View Dependent Claims (41, 42, 43, 44, 45, 46, 48, 49, 50, 51, 52)
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47. A method of providing a service desk capability, the method comprising:
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receiving information about a service problem from a customer selected from the group consisting of an external customer, a global customer and an e-commerce customer, the information received from one or more techniques selected from the group consisting of a telephone call, an e-mail message, an Internet message, an Intranet message, a paper message and a facsimile message;
logging the problem by noting the type of problem, verifying the information provided by the customer, determining whether the information provided correctly states the problem, updating the information if necessary, and entering the information into a service request;
categorizing the service request by determining the type of request and assigning a priority to the request;
evaluating whether an operator can resolve the request, and if so, then assigning the request to the operator;
resolving the request within a predetermined period of time or escalating the request;
confirming resolution of the request;
identifying new solutions of service requests and entering the solutions into a knowledge management repository;
identifying service requests which are for a new type of service request, a service request with a high impact, and a service request with a high severity, and if so, analyzing said service requests for a root cause;
generating quantitative data concerning service desk performance of the service request; and
closing the request.
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53. A service desk for customers selected from the group consisting of an external customer, a global customer and an e-commerce customer, the service desk comprising:
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a service desk computer network accessible by customers;
a system for solving problems and incidents reported by customers;
a system for confirming resolution of the problems and incidents reported;
a system for closing said problems and incidents; and
at least one service desk repository for storing information useful in solving problems and incidents, said repository accessible by the computer network. - View Dependent Claims (54, 55, 56, 57, 58, 59, 60, 61, 62, 63)
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64. A service desk for customers selected from the group consisting of an internal customer, an external customer, a global customer and an e-commerce customer, the service desk comprising:
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a service desk computer network accessible by customers;
a system for solving problems and incidents reported by customers;
a system for confirming resolution of the problems and incidents reported;
a system for closing said problems and incidents; and
at least one service desk repository for storing information useful in solving problems and incidents, said repository accessible by the computer network. - View Dependent Claims (65, 66, 67)
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Specification