Services Management in Mint Service Desk Cloud

In the Mint Service Desk Cloud system, the "Services" feature within the Admin profile encompasses a comprehensive catalog of IT and support services offered by the organization. This feature is designed to allow administrators to define, manage, and configure various services that users can request assistance with through the service desk platform. The key components of this feature include:

Calendars

The "Calendar" feature is a tool that enables administrators to manage and schedule various events, deadlines, and tasks related to service delivery and support operations.

• Creating a New Calendar: Click the "Add Calendar" button in the upper right corner. You'll need to fill in the "Name" and "Timezone", and optionally add a "Description" and "Exclusions".
• Editing a Calendar: Select a specific time on the calendar and click on the filter icon to change date and time information.
• Saving Changes: Click the "Save details" button to save or "Discard" to cancel changes.

Services

This feature refers to the actual catalog of services that the organization provides.

• Creating a New Service: Click the "Add Service" button and fill in the "Name". Additional details like "Description", "Parent Service", "Default Queue", and "Ticket Types" can also be added.
• Child Services: For creating related subordinate services, use the “Create child service” button which auto-fills the "Parent Service".

SLA Parameters

SLA Parameters define the levels of service delivery expected in terms of response and resolution times.

• Creating a New SLA Parameter: Click “Create Parameter” and fill out "Name", "Calendar", and optional "Description" and “Escalation Time”. Key metrics include Priority, Response Time, Update Time, Workaround Time, and Resolution Time.

Contracts

Contracts manage the agreements between the service provider and external entities.

• Creating a New Contract: Click the "Create Contract" button. Essential fields include "Name" and “Contract Types”, with options to add detailed information like service requirements, contract period, and associated SLA parameters.

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Each of these features supports enhancements to the operational efficiency of the service desk, enabling better service delivery, detailed tracking of performance metrics, and adherence to contractual obligations. These tools are integral for ensuring that service delivery aligns with organizational objectives and customer expectations. After creation, all items—calendars, services, SLA parameters, and contracts—can be edited or deleted and filtered by criteria such as name, description, and creation date to manage them effectively.

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