Welcome to the Service Desk

Centre of Excellence · Enabling the future

Welcome to the Service Desk

Settings cockpit

Configure your support DNA

Add ticket types, escalation paths and Additional Master Data inputs without touching code. Everything syncs into Cloudflare instantly.

Blueprints live

14

R2 encryption & compression on

Support rails

Categories

2 live

Master Data

Vendor, customer and product changes

4 types

Service Request

Incidents, onboarding and system support

10 types

Add new category

Orchestration

Ticket types & workflows

14 configured

Blueprint

Load an existing ticket type or create a new one.

Workflow escalations

Step 1

Additional master data fields

No custom inputs yet. Add fields to make the “Additional master data request” experience configurable.

Existing blueprints

Global address book request

Master Data

3 steps
Intake & validation → Global Address DeskBank verification → TreasuryERP synchronization → Master Data

Technical support

Service Request

3 steps
Intake & triage → IT Service DeskResolver engagement → Field Support TeamCustomer confirmation → Requester

Functional support

Service Request

3 steps
Process review → Application SMESolution proposal → Process OwnerSign-off → Requester

Report cyber incident

Service Request

3 steps
Alert validation → Security OperationsResponse coordination → Incident CommanderPost-incident review → CISO Office

On-board employee

Service Request

3 steps
Prepare access → People OperationsDay-one readiness → IT LogisticsFirst week check-in → Line Manager

Additional system access

Service Request

3 steps
Validate request → Identity GovernanceProvision access → Platform OwnerNotify requester → Identity Governance

Off-board employee

Service Request

3 steps
Notification review → People OperationsRevoke access → Identity GovernanceAssets & payroll → IT Logistics

IT equipment

Service Request

3 steps
Qualification → IT LogisticsFulfillment → WarehouseReceipt confirmation → Requester

Open previous financial period

Service Request

3 steps
Controller review → Controlling OfficeRe-open period → Finance SystemsClose & document → Controlling Office

Sensitive information

Service Request

3 steps
Compliance review → Compliance OfficePreparation → Data CustodianControlled delivery → Requester

Dynamics 365 HyperCare

Service Request

3 steps
HyperCare intake → ERP HyperCareEngineer response → Dynamics EngineerStabilization review → HyperCare Lead

Vendor master data

Master Data

3 steps
Data validation → MDM AnalystApproval → MDM LeadERP synchronization → SAP Key User

Customer master data

Master Data

3 steps
Data validation → MDM AnalystCredit review → Credit ControllerERP synchronization → CRM Owner

Product master data

Master Data

3 steps
Attribute definition → MDM AnalystQuality review → QA LeadERP load → SAP Key User