Service Desk
External service
Tracks the incident, recovery commitment, updates, and closure evidence.
activeDocumented Process
Resolve a service breakdown
Purpose
Restore trust after a missed expectation while preserving what the organization learns from the breakdown.
Owner Role
Service Recovery Lead
The durable responsibility for this Process.
Current Role coverage
RK
Rowan Kim
Permanent coverage
People explicitly covering an active mandate for the Owner Role in this snapshot.
Connected context
3 systems · 1 exception · 2 process dependencies
What supports, alters, or connects to this work.
Responsibilities remain. People change. Lotura separates the accountable Role from the people currently covering it.
Before the sequence
Understand the connected context
Systems, legitimate alternate paths, and Process dependencies explain how this work actually operates—not just how its Steps read.
Supporting contextSystems usedTechnology, services, or records directly used by this Process.3 systems
Relay CRM
Software
Preserves the client communication history and relationship context.
Workboard
Software
Connects the breakdown to delivery actions and operational follow-up.
Operational realityExceptionsLegitimate alternate paths when the usual Process does not apply.1 exception
Client requests written-only communication
Applies at: Stabilize the client experience · Owner Role: Service Recovery Lead
- When
- The client does not want a live recovery conversation.
- Response
- Acknowledge the preference, send a concise written recovery plan, and confirm a written checkpoint for acceptance or revision.
Process dependencies
Upstream
Processes this work relies on
Downstream
Processes that receive or follow this work
No downstream dependencies recorded
Operational definitionStepsThe documented sequence and the Role responsible at each point.3 steps
- 1
Triage the breakdown
Responsible Role: Service Recovery LeadRecord what happened, the immediate client impact, urgency, and the roles and systems involved.
- 2
Stabilize the client experience
Responsible Role: Service Recovery LeadAcknowledge the issue, agree on the immediate recovery action, and set the next update time.
- 3
Capture the operational learning
Responsible Role: Service Recovery LeadRecord the contributing process, exception, dependency, or system condition and route it for follow-up.