Hi,
Following can be a scenario;
1) The service calls may come from the system users either through email/phone call/web interface to a helpdesk number/email address.
2) This service call will be logged either manually/automatically into a helpdesk support software and assigned with a ticket number. A helpdesk software can be reviewed by a single responsible person of IT group if the organization is medium to big organization or the IT team members will access the software to see the tickets. Depending on the nature of the ticket (for example software or hardware), the ticket will be assigned to responsible IT group (for example SAP System application team).
3) The IT members of the group will take the ticket based on the area of expertise and will work on resolving the issue. If the resolution is simple, the team member will resolve in the production system itself. If there is a major changes then first configuration will be done in development, then testing will be carried out in test system by the end user. Upon approval of the end users, the changes will be moved to production system.
4) This depends on how the organization is set up.
5) The initial response would be informing the ticket number to the user, so that the user can get progress update whenever he/she needs.
6) This depends on how the networking is set up and what applications the organization is using for this purpose. For example, a windows remote desktop connection can be used to access a remote user computer.
Hope this helps.
Regards
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