Background - I manage the Help Desk/Service Desk for Asbury University in KY USA. We're SLOWLY implementing FreshService for our campus. We're at the process now of differentiating between Incidents, Service Requests, etc. and teaching ITIL to our staff (we haven't previously used ITIL or FreshService). I was wondering if anyone out there had a good running list of services they provide to their organization/business/campus?
Here's a preliminary list of services we came up with. Please note that we aren't presently including Employee Onboarding items that are non-IT (like we don't provide Office Supplies, Physical Keys, etc.)
Access Requests:
ID Card Access
Network Share Access
Email Account Access
ERP System Access
CRM System Access
ITS Ticketing System Access
Replacement Technology Requests:
Laptop Upgrade
Desktop Upgrade
Mobile (Cell) Phone Upgrade
Desk Phone Upgrade
Printer Upgrade
Scanner Upgrade
Docking Station Upgrade
New Hardware Requests:
New Laptop
New Desktop
New Scanner
New Printer
New Fax Machine
New Docking Station
New Mouse
New Keyboard
Software Requests:
Adobe Acrobat License Purchase
Adobe Creative Cloud Licence Purchase
SPSS License Purchase
Camtasia License Purchase
Operating System Upgrade Request
Microsoft Office Upgrade Request
Professional Services
Software Training Request
Campus Learning Space Training Request
Workstation Setup Request
A/V Event Support (Staffed)
A/V Event Support (Setup and Tear Down in Advance, no Microphone)
Equipment Checkout
Data Backup
Guest Wireless Request
Design, Graphic & Media Services
Digital Signage Post Request
Digital Signage Design Request
Media Order Form
Misc. Requests
New ID Card
Name Change Request
What are the SR items you're featuring??
Thanks!
Andy
Best Answer
R
Rajagopal Baladhandayutham
said
over 2 years ago
Hi Andrew,
In Freshworks, our internal teams are using Freshservice and we have categorised our Service catalog into various categories including HR Ops, Engineering Operations, IT Apps and Admin Ops. We have service requests for Hardware and Software Licenses available under our IT service category. Under IT Apps, our team has configured service requests for various applications that as an organisation we use. Apart from the application requests for various softwares, we have also configured Non IT services like Facilities, HR etc into the service catalog. Few examples would be Cab/Transport request,ID card,Merchandise,Business cards,HR letter/documents and Engineering and product tool purchases.
On looking at your list of services that you have provided, these seem to be inclusive of most of your services in your helpdesk and this seems to be ideal to begin with. Also, over time you can run reports to identify the most commonly raised requests and add them to the catalog.
Cheers!
Rajagopal
1 Comment
Rajagopal Baladhandayutham
said
over 2 years ago
Answer
Hi Andrew,
In Freshworks, our internal teams are using Freshservice and we have categorised our Service catalog into various categories including HR Ops, Engineering Operations, IT Apps and Admin Ops. We have service requests for Hardware and Software Licenses available under our IT service category. Under IT Apps, our team has configured service requests for various applications that as an organisation we use. Apart from the application requests for various softwares, we have also configured Non IT services like Facilities, HR etc into the service catalog. Few examples would be Cab/Transport request,ID card,Merchandise,Business cards,HR letter/documents and Engineering and product tool purchases.
On looking at your list of services that you have provided, these seem to be inclusive of most of your services in your helpdesk and this seems to be ideal to begin with. Also, over time you can run reports to identify the most commonly raised requests and add them to the catalog.
Andrew Miller
Hello!
Background - I manage the Help Desk/Service Desk for Asbury University in KY USA. We're SLOWLY implementing FreshService for our campus. We're at the process now of differentiating between Incidents, Service Requests, etc. and teaching ITIL to our staff (we haven't previously used ITIL or FreshService). I was wondering if anyone out there had a good running list of services they provide to their organization/business/campus?
Here's a preliminary list of services we came up with. Please note that we aren't presently including Employee Onboarding items that are non-IT (like we don't provide Office Supplies, Physical Keys, etc.)
Access Requests:
Hi Andrew,
In Freshworks, our internal teams are using Freshservice and we have categorised our Service catalog into various categories including HR Ops, Engineering Operations, IT Apps and Admin Ops. We have service requests for Hardware and Software Licenses available under our IT service category. Under IT Apps, our team has configured service requests for various applications that as an organisation we use. Apart from the application requests for various softwares, we have also configured Non IT services like Facilities, HR etc into the service catalog. Few examples would be Cab/Transport request,ID card,Merchandise,Business cards,HR letter/documents and Engineering and product tool purchases.
On looking at your list of services that you have provided, these seem to be inclusive of most of your services in your helpdesk and this seems to be ideal to begin with. Also, over time you can run reports to identify the most commonly raised requests and add them to the catalog.
Cheers!
Rajagopal
Rajagopal Baladhandayutham
Hi Andrew,
In Freshworks, our internal teams are using Freshservice and we have categorised our Service catalog into various categories including HR Ops, Engineering Operations, IT Apps and Admin Ops. We have service requests for Hardware and Software Licenses available under our IT service category. Under IT Apps, our team has configured service requests for various applications that as an organisation we use. Apart from the application requests for various softwares, we have also configured Non IT services like Facilities, HR etc into the service catalog. Few examples would be Cab/Transport request,ID card,Merchandise,Business cards,HR letter/documents and Engineering and product tool purchases.
On looking at your list of services that you have provided, these seem to be inclusive of most of your services in your helpdesk and this seems to be ideal to begin with. Also, over time you can run reports to identify the most commonly raised requests and add them to the catalog.
Cheers!
Rajagopal
-
Support for release versions
-
Auto-suggest knowledgebase articles while creation of ticket
-
Canned responses
-
What is the difference between an Incident and a Service Request?
-
Fresh Service availability
-
Post phone number publicly - not logged in
-
restricting knowledgebase articles to certain people within one customer
-
Custom Scope?
-
Exporting Reports
-
How to add and delete contact from company
See all 239 topics