(Investigation and Diagnosis) .
(Resolution and Recovery) , .
(Closure) , , .
(Progress monitoring and Tracking) , , .
. 4.5.
Service Desk, .
, . :
: Service Desk.
: , , , , , .
Service Desk: .
- : Service Desk.
. , :
( ), () ; , .
( ), .
, .
:
: () . , .
: , (), , , , / .
: , , (script) CMDB ( , CMDB).
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: , , , , .
. , , . , , , . . . , .
, , , :
, , .
, , (hub), IP-.
, , , .
(), , , (back-up), .
, , , ().
Service Desk , , . , .
, , . , ( ) ( , ). = .
()
, , () SLA. , SLA.
Service Desk , , . () . . . (KPI) .
SLA . .