When a requester has been selected by a service desk analyst (SDA) to register a new request, the recent requests of that requester are visible in the Service Desk console. This may help the SDA to better analyze the requester’s situation, and perhaps avoid duplicate requests. It is now possible for the service desk analyst to change the view from ‘Requests by [requester]’ to ‘Requests by [organization of requester]’, and back. This gives the SDA an even broader overview of possibly related requests.
Patrick is 4me's Product Manager. After completing his studies in information science and applied linguistics, Patrick came into contact with service management processes as an IT consultant for CGI and as a billing specialist for World Online, Ziggo and Embratel. He then started his own copywriting business and a school where children learn about new technologies. This rare combination of experiences helps Patrick as he explains the unique benefits that 4me has to offer as an enterprise service management solution.