Space / Space Inventory / Service Desk Manager
Space / Occupancy / Service Desk Manager

Service Desk Manager Overview

When department managers and space managers request additional space or release space they are not using, they do so by making a service request. Similarly, when space managers and company employees request group moves and individual moves, they do so by completing service requests.

The system routes the request to the appropriate parties for approval and issuing, and executes the request based on the definition in the corresponding service level agreement (SLA).

As a Service Desk Manager , you must define and maintain space-related SLAs. You can control such information as:

• which requests require approval and which do not. This may depend upon the person making the request and the type of request.
• which parties are responsible approving requests that require review and sign-off. This may depend on the type of request, or the department from which the request originated.
• whether a move request is processed completely within the Space domain, or whether it is passed to the Moves application for processing

With the Space Inventory application and the Occupancy application, you will work with service requests that are of the request types:

• Service Desk-Department Space
• Service Desk- Group Move
• Service Desk-Individual Move

Accordingly, these applications each provide a Service Desk Manager role so that you can define and edit service requests directly from the Space domain.

The following topics cover the basic steps for creating and managing SLAs, and correspond with the tasks of the Service Desk Manager role:

• Manage Service Level Agreements
• Determine Ordering Sequence of Service Level Agreements
• Search & Manage Service Requests
• Manage Request Types
• Close and Archive Service Requests