Sheet BEA-01 — ITSM Manual
Service Desk & Ticket Operations
Unified tickets, intake channels, SLA policy, and the daily agent workflow.
What this area covers
Beacon puts incident, service request, change, and problem work on one ticket model. This area covers how tickets arrive, how agents work them, and how SLA policy keeps commitments visible while the work is still in flight.
Operational areas in scope
| Area | What operators need from it | Why it matters |
|---|---|---|
| Unified ticket model | One record type that carries incidents, requests, changes, and problems | Handoffs break when each work type lives in a different system |
| Intake channels | Portal, email, chat, and monitoring signals landing in the same queue model | Requesters should not need to learn the service desk to use it |
| Queues and the agent workbench | A keyboard-first workspace where classification, notes, and actions stay on one screen | Agent speed depends on staying in context, not switching tools |
| SLA policy | Response and resolution targets with business-hours calendars and per-organization terms | Commitments only hold when the clock is visible before the breach |
| Escalation | A structured handoff bundle between support tiers | Escalation without context restarts the investigation |
| Requester experience | Status, updates, and outcome ratings the requester can actually follow | Trust in the desk is built between tickets, not just inside them |
What operators are actually managing
- Keep intake channels routed into queues that match how teams actually work.
- Set SLA policy per organization so commitments reflect real contracts, not one global default.
- Keep classification honest enough that reporting and automation can rely on it.
- Make escalation a structured handoff rather than a reassignment with a comment.
- Watch breach risk while there is still time to act on it.
What this public manual area includes
- The service desk workbench and queue model.
- The requester portal and chat intake surfaces.
- Tenant setup, the administration console, and migration from another ITSM.
What healthy operation looks like
- Tickets arrive classified well enough that routing and SLA policy attach correctly.
- Agents can see why a ticket sits where it sits and what the clock says about it.
- Requesters can follow their own tickets without calling to ask.
- Escalations carry enough context that the receiving tier does not start over.