Service desk
Everyday support inside DelPulse: incidents, service requests from a catalogue, and problems. Priority comes from impact and urgency, tickets go to support teams, and each service runs its everyday work as a ticket queue, a Kanban board with WIP limits, or in a team’s sprints. Everything connects: a request becomes a service request on the sprint backlog, a problem raises a defect and a change, and a major incident raises an emergency. Organisations with their own tool can connect it instead.
Why it matters
When support runs in a separate tool, nobody can see how a new service is really doing, problems never reach the product backlog, and the people improving the product never hear the callers. One desk, connected to the work, closes that gap.
- Owner
- Service Owner
Draws on
Led or owned by
In the resource library
Ready-to-use resources in the DelPulse workspace (sign in to open them):
- Service Owner self-assessment · Self-assessments
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- How to run it
- Rules
- In the DelPulse workspace
- If you use Jira or Azure DevOps