# Service handover — fictional training brief

Audience: new service-desk colleagues, in a 10-minute team induction.
Task: practise the sequence and identify the owner of each handover, then handle an escalation. Use a process-led layout with responsibilities beside each step. No decorative imagery is needed.

## Fictional source notes — preserve these facts and qualifications

- The sequence is Receive → Triage → Resolve → Close.
- Owners: Receive — Service desk; Triage — Duty lead; Resolve — Resolver; Close — Service desk.
- Acknowledge the request within 30 minutes.
- Record the current status and the next action.
- If unresolved after 2 hours, contact the duty lead.
- The service desk confirms closure with the requester.
- Practice scenario: a request is still unresolved after 2 hours. Contact the duty lead. Share the current status and next action.
- Keep the requester informed.
- Fictional training process; confirm local procedures before use.

## Identity and content lock

Use the fictional Northstar service-desk name, a clear system sans serif, navy ink, near-white background and teal emphasis. Differentiate sequence, responsibility and escalation through composition, not color alone. Preserve all approved wording, thresholds, roles and the visible qualification during the visual review. No customer or company records were used.