Best-practice - incident process with external ESD helpdesk

[dionnedevos]

Dear SNUG members,

I've recently joined SNUG and would like to ask for your best-practice with the incident process. Our organization has recently started working with an external ESD helpdesk for ITSM processes. This development has created some confusion and friction in our incident process. We are struggling to clarify the incident form for our end users and set realistic expectations for the completion of their tickets. Before we test a new process in operation, we would like to learn from an organization with a streamlined incident process that also works with an external ESD.

Our organization, CSU Group, is the largest player in the cleaning industry operating in the Netherlands. As the IT department, we strive to make the work lives of our employees easier through the optimization and automation of processes. Since last October, we have been working with an external ESD helpdesk, collaborating in ServiceNow through an API-built integration (not via the Service Bridge). If your company has a similar profile, we would be very happy to get in touch!

Looking forward to hearing from you and thanks in advance!

Kind regards,

Dionne de Vos

[Shayan Ghavam]

Hi Dionne,

Wij zijn op dit moment in een vergelijkbaar project bezig met integratie van incident tickets in ServiceNow en twee externe oplossingen. Indien je interesse hebt kunnen we even sparren over best practices en jullie uitdaging.
Ik heb je een invite in Linked in gestuurd. 

Groet, 

Shayan Ghavam

[dionnedevos]

Hi Shayan,

Bedankt voor je reactie! Ik heb je connectie geaccepteerd op LinkedIn. Hopelijk kunnen we iets voor elkaar betekenen.

Groeten,

Dionne

[User156087]

Hi Dionne,

Wij hebben op het moment zowel een integratie via de Service Bridge als via een eigen API integratie actief. Mocht je nog vragen hebben laat het maar even weten. 

Groet,

Jochem Hogenes