The service provider is the party who responds to a service request, such as the copy room manager, the craftsperson, the parking manager, or the mover. Since many companies outsource all types of services -- from IT services to facilities maintenance -- the service provider may be an employee of the organization or may be an external vendor.
Service providers log into the ARCHIBUS Service Desk application to access a list of upcoming work that has been routed to them via the definition of the governing SLA; depending on the particular request and its SLA, they may have the option to accept or decline the work. As they work on the task at hand, they can update the system with details about the job. They can also access reports reviewing their work history.
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