BROADCASTING INCIDENT RESOLUTION INFORMATION TO SERVICE DESK STAFF MEMBERS

摘要

A service desk is managed by broadcasting a symptom and a root cause of a customer incident to service desk staff members. In response to receiving input of a service desk staff member, the symptom and the root cause of the customer incident may be stored in a personal knowledge base of the service desk staff member. A personal memory trigger may also be received from the service desk staff member, and the personal memory trigger may also be stored in the personal knowledge base. The personal memory trigger may include free-form text that has meaning to the service desk staff member relative to a given incident. The symptom and root cause of a customer incident may be retrieved from the personal knowledge base of the service desk staff member in response to receiving at least some of the free-form text from the service desk staff member.

主权项

1. A method of managing a service desk comprising:
broadcasting a symptom and a root cause of a customer incident to user terminals of service desk staff members; storing the symptom and the root cause of the customer incident in a personal knowledge base of a service desk staff member in response to receiving an input from a user terminal of the service desk staff member; storing a personal memory trigger in the personal knowledge base of the service desk staff member and associating the personal memory trigger with the symptom and the root cause of the customer incident in the personal knowledge base of the service desk staff member in response to receiving the personal memory trigger from a user terminal of the service desk staff member, wherein the personal memory trigger comprises free-form text that associates a personal memory of the service desk staff member with the customer incident; and retrieving the symptom and the root cause of the customer incident from the personal knowledge base of the service desk staff member in response to receiving at least some of the free-form text that is included in the personal memory trigger, from the user terminal of the service desk staff member.