"Day in the Life" Demonstration

IT Help Desk Administrator

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Step 2: Define Problem Classification (Nature of Request)

A Nature of Request (NOR) is a pre-defined service request classification that defines the type of service request and is associated with a Service Group. For example, a typical Nature of Request for an Application Service Group might be "Application: Email: Outlook".

Before setting up your Nature of Request values, we suggest that you first discuss with each Service Group Manager the type and frequency of requests that the Group receives.

Each individual NOR is linked to a Service Group but can be subject to other optional settings. This means that when the NOR is selected, the Service Group is automatically filled in. When you report on NORs, you can get a very valuable understanding of where you are spending support time.

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