Phone call(or in person)E-mailWeb requestCan solve directly?Create open ticketCreate Completed ticketAssign ticketAnalizea and address problemSolve?EvaluatesProblemComplete ticketRecord stored in databaseRecord stored in databaseResolves Problem?Implement splutionRecords satisfaction results for follo-upResolved?Responds w/i 3daysClose ticketAutomated reqest to confirm resolution(& satisfaction suvery)AdviseCustomerInitiaate external service requestBPA in place?Detemine action/work requiredService or replace as agreedAcquisitions processIT Service Center WN addessesManagement decision Inform customerIn-house solution?Washington productResolves problems?VendorISC SupervisorTechnicianAutomated SystemHelpdesk TechCustomerYesYesYesYesYesYesYesYesYesNoNoNoNoNoNoNoNoNoInformation Systems Help DeskOriginal: http://en.wikipedia.org/wiki/File:(1)_2008-04-07_Information_Management-_Help_Desk.jpgExamples -Information Systems Help Desk-

EuropaIP 192.168.1.20OS Windows XPVMWare GuestVenusIP 192.168.1.11OS CentOS 5ONEarthIP 192.168.1.12OS CentOS 5ONMarsIP 192.168.1.13OS Windows SVONJupiterIP 192.168.1.14OS Windows SVOFFSaturnIP 192.168.1.15OS Windows SVOFFSunIP 192.168.1.18OS Debian 5ONNeptuneIP 192.168.1.17OS CentOS 5ONmint2mint1dnsHudson MasterHudson SlaveDMZGanymedeIP 192.168.1.21OS Ubuntu 8.04IoIP 192.168.1.19OS CentOS 5.3wwwmusicHTTPDDNSDHCPLDAPSMBsqueeze centerwlap2IP 192.168.1.200SSID mintssid1publicIP 192.168.254.1IP 192.168.1.254

IP 192.168.254.2SSID mintssid2public192.168.254.0/24mx2700IP 192.168.1.201

nyc.exmaple.com network diagram192.168.1.0/24routerIP 192.168.1.1WAN 123.123.123.1meeting spaceisland1island2island2mintDBUranusIP 192.168.1.16OS CentOS 5OFFMercuryIP 192.168.1.10OS CentOS 3OFFldap

sv.exmaple.com192.168.1.0/24VPNExamples -Network diagram-

VMWare bridge