IT Helpdesk Management Process Playbook

This detailed playbook provides IT professionals with a structured framework for managing the IT helpdesk process effectively.
It includes:
– Step-by-Step Process Flow: Outlines key subprocesses—Incident Logging and Classification, Incident Diagnosis and Resolution, User Feedback and Analysis, and Communication and Escalation Management. Each subprocess is supported by specific tasks, decision points, and error-handling procedures, ensuring thorough management of incidents from logging to resolution.
– RACI Framework: Defines roles and responsibilities within the helpdesk workflow, ensuring that incident managers, support teams, and users are appropriately engaged and accountable at each stage of the incident management process.