Trouble Ticket (LANDesk Service Desk)
The LANDesk is an IT service management (ITSM) tool that allows for single point of contact between the service provider (DDI) and the users (LCPS staff). A typical service desk involves the management of incidents and services requests as well as the communication with the users. Thus, the Digital Experience staff (DDI) will execute the Incident Management and Request Fulfillment process with the intent to restore normal-state service operations to users as quickly as possible. This can involve fixing an error, fulfilling a request, or answering an IT-related question, whatever is needed to allow the users to return to working satisfactorily.