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Service Level Manager Training
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Exercise 13
Registering a Request Template
Sign out as Chess Cole and return to wdc.4me-demo.com to continue your work as Howard Tanner.
To make it easier for the service desk to register requests related to the Safety First service, Howard decides to register a request template for the standard service request that is defined in the Standard Safety First service offering.
The details of the request template are listed below:
| Subject | Creation or modification of Safety First report |
| Service | Safety First |
| Instructions | Determine whether a new report needs to be created, or an existing one is to be modified. Specify this in the Note field. Include the name of the report if it concerns a modification of an existing report. Next, gather the requirements for the new or existing report. Specify these requirements also in the Note field. |
| Category | RFC |
| Configuration item | Widget Safety First 1.0 |
Question:
Since you have not specified an assignment in the request template, can you guess which team the requests that are based on this request template will be assigned to by default?
When a service desk analyst registers a new request with the help of the new request template, it will be assigned to the support team that is selected in the Safety First service instance that is linked to the new request. The support team of all three Safety First service instances is the Application Development team.