What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfill
D. Acknowledge, classify, own
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The answer to this is actually D – Acknowledge, Classify, Own
Acknowledge: the user needs to know that their contact has been received; for example, issues reported via email could receive an auto acknowledgement.
Classify: Classification helps the service desk to understand what they are dealing with and how important it is.
Own: Ownership ensures no issue or request gets ‘lost’ between teams or systems.
Act: Resolving things to the user’s satisfaction.