Service Desk Management Process

Size: px
Start display at page:

Download "Service Desk Management Process"

Transcription

1 Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date

2 Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries and proposed changes If you have any questions regarding this document or if you have a suggestion for improvements, please contact: [Name of the contact person] [Phone] Version history Version no. Date Author Nature of amendment [Replace this text with the name of the Document Owner.] [Replace this text with the name of the Change Owner.] Document created [Replace this text with a list of changes for this Owner on this Date and Version.] [Change 1] [Change 2] [Change n] 2

3 TABLE OF CONTENTS 1. OVERVIEW ROLE OF SERVICE DESK PROCESS FLOW DIAGRAM SERVICE DESK PROCESS Objective Description Roles Pre-Conditions Input Work Product Service Desk Processes Receiving and Recording Calls Initial Support Post condition Output Metrics Escalation Mechanism for Service Desk Process Relationship Tools APPENDIX Role of Service Desk Manager Role of Service Desk Staff

4 1. OVERVIEW A Service Desk may be defined as: The IT provider s organizational unit, function or process that creates a single contact point between Customers, Users, and third-party support organizations. The Service Desk offers a global-focused approach to allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and questions but also provides an interface for other activities such as Change Management, Availability management and Service Level Management. The Service Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The Service/Help Desk is a single point of contact for end users who need help. Without this, an organization could certainly face losses due to inefficiencies. The two main focuses of the Service Desk are Incident Control and Communication. The Service Desk records the relevant information about an incident and allocates a category type according to the nature of the incident, and a priority. Priorities are agreed between the service provider and the business owner and are defined in Service Level Agreements (SLAs). Priorities are derived by assessing the risk, impact and urgency of an incident type for a given service. An effective service desk solution should: Be accessible to users regardless of geographical or organizational separation. Automate IT support processes, including the user s ability to submit, modify, and monitor the status of help desk cases and change requests. Offer users the ability to search for and apply solutions to resolve incidents themselves. The major benefits from an established Service Desk process are: Increased customer satisfaction Improved quality and faster response to user requests Improved communication Reduced overall cost of service delivery and support 4

5 2. ROLE OF SERVICE DESK 5

6 3. PROCESS FLOW DIAGRAM 6

7 4. SERVICE DESK PROCESS 4.1 Objective The objectives of Service Desk are to: Provide a Single Point of Contact (SPOC) for all IT and related services. Increasing user satisfaction by improving the level of service Ensuring that effective mechanisms are established and maintained to effectively manage the recording and tracking of all incidents received at the Service Desk. Improving communication with the users in terms of keeping users updated on the status of incidents and problems. 4.2 Description The Service Desk function provides the single point of contact for the reporting and recording of service incidents. An incident gets reported by the end user/customer to the Service Desk team either by means of phone/ /online system/system generated. An incident can be: Disruption to normal operational service An event detected by system monitoring tools. Everything else to be regarded as a Service Request for: Move, Add and Change (MAC) User accounts Information Complaint An incident can be reported by: The user of the service Support and operational personnel Product management Tools. 7

8 4.3 Roles Customer/User Service Desk Staff Service Desk Manager 4.4 Pre-Conditions Any event that is not part of the normal operation and that causes, or may cause, an interruption to, or a reduction in, the quality of that service. 4.5 Input Work Product Details of the event. Procedure for handling service request. 4.6 Service Desk Processes The primary objective of the service desk is to act as a consistent interface between the bank and the Support Team. This section describes ways in which the service desk should interact and communicate with the bank and the Infosys Support Team Receiving and Recording Calls The service desk receives calls from the bank, gathers the relevant information, and then logs the calls in the online support tool. There are a number of things to consider when completing this function: Telephone protocol: Service desk personnel should be given guidance on how to deal with customers when using a telephone. Standard greetings may be defined. It is important to note that telephone manners are very important. Service desk personnel must always be polite to callers. Standard scripts may be defined for personnel to follow. This ensures that relevant information is obtained from the caller and reduces the chance that the subsequent 8

9 investigation and diagnosis will require the service desk to contact the customer a second time. Maintaining accurate customer information: When a customer calls, confirm that the customer s information is up to date and correct. Recording information: The information recorded in the call logging system should be appropriate and sufficient to process the call. This can be accomplished by following pre-defined scripts or by using an expert system that leads the staff member through a structured set of questions. The Service desk personnel should secure as much relevant information as possible. The service desk should acknowledge receipt of each call by giving the user a unique reference that can be used to identify the call if the user calls to check progress or if a support staff needs to contact the user for further information. For calls received by telephone, the call reference should be given to the user during the telephone conversation. For calls received by other methods, after recording the information in the online support tool, the call reference should be transmitted to the user by the most appropriate method for example, for calls that originate by means of or a Fax, the call reference can be transmitted to the user by Initial Support This section describes how to check for known fixes or workarounds already created for the reported incident. Each incident should be checked against all known errors. The known errors are stored in the Known Error Database. If a match is found, the resolution can be implemented. Service desk personnel might use the following suggestions when implementing a resolution: Give the resolution details to the user to implement. Confirm with the user who made the call that the resolution was successful. If it was, close the incident; however, if it was not resolved, restart the process. Link new incidents that match known errors to the known error record. 9

10 The Incidents that do not match known errors should be immediately assigned to the other support group for resolution. 4.7 Post condition Updated Incident record Notify the Call / Incident ID to the user. Functional Escalation 4.8 Output Incident details with Call / Incident ID. Updated Incident record Reports. 4.9 Metrics Total numbers of Calls / Incidents. Percentage of incidents closed by the Service Desk without reference to other support levels First Call Resolution (FCR). Calls processed per Service Desk Staff Escalation Mechanism for Service Desk Process In the event of any incident of any priority, not getting closed with in the agreed time-frame (SLA), the same shall be escalated as per the defined escalation procedure. Critical or high priority incidents may be escalated as per Predefined procedures. 10

11 Service Desk staffs are responsible for escalating the incidents and have to report the same to the Service Desk Manager, who has the overall control of the escalation mechanism Relationship Service Level Management. Escalation procedures. Other Support process Tools Tools are available for automating the different activities of the Service Desk process 5. APPENDIX Detection and logging Classification and automatic assignment of incidents. Incident ID generation and acknowledgement to user. Updating the knowledge base repository. Automatic escalation of high priority Incidents. User updation on status change of Incident / Call. Querying and reporting. 5.1 Role of Service Desk Manager Improve and develop the process, working methods and tools Liaise with Business to ensure requirements are met. Follow up meetings with Business and Incident coordinators to ensure requests are taken care of. Manages the work of Service Desk staff on a day to day basis Communicating the Incident reports to the customers. Make sure available resources are used in an optimal way Monitor SLA and escalate if necessary 11

12 5.2 Role of Service Desk Staff Record information about every call: first and last name; full telephone number; accurate site location; good short description; detailed documentation for event log. Determine the appropriate severity/priority code for the incident Give initial support and try to solve incident over the phone Assign incident to other support groups if necessary. Escalate if SLA breach. Update and communicate with users Update Knowledge Base 12

SERV SER ICE OPERA OPERA ION

SERV SER ICE OPERA OPERA ION SERVICE OPERATION Service Operation Achieving i effectiveness and efficiency i in the delivery and support of services so as to ensure value for the customer and the service provider SOURCE: ITIL Service

More information

APPENDIX 4D HELP DESK SERVICES

APPENDIX 4D HELP DESK SERVICES APPENDIX 4D 1. SERVICES 1.1 General Requirements HELP DESK SERVICES In addition to the standards and specifications set out in Schedule 4 [Services Protocols and Specifications] Project Co will deliver

More information

APPENDIX 4D HELP DESK SERVICES

APPENDIX 4D HELP DESK SERVICES APPENDIX 4D HELP DESK SERVICES 1. SERVICES 1.1 General Requirements In addition to the standards and specifications set out in Schedule 4 [s Protocols and Specifications] Project Co will deliver the Help

More information

Kentucky IT Infrastructure Library (ITIL) Program

Kentucky IT Infrastructure Library (ITIL) Program 2006 NASCIO Recognition Awards Nomination Category: Enterprise IT Management Initiatives Kentucky IT Infrastructure Library (ITIL) Program Commonwealth Office of Technology. KentuckyUnbridledSpirit.com

More information

Yale University Incident Management Process Guide

Yale University Incident Management Process Guide Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document

More information

ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE

ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov Enterprise Service Desk Service Delivery Guide NSSDG-2410-0001 Basic Version

More information

[name of project] Service Level Agreement

[name of project] Service Level Agreement [name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Incident Management Get Your Basics Right

Incident Management Get Your Basics Right Incident Management Get Your Basics Right Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction

More information

APPENDIX 4D HELP DESK SERVICES. In this Appendix, in addition to the definitions set out in Schedule 1 of this Agreement:

APPENDIX 4D HELP DESK SERVICES. In this Appendix, in addition to the definitions set out in Schedule 1 of this Agreement: APPENDIX 4D HELP DESK SERVICES 1. INTERPRETATION In this Appendix, in addition to the definitions set out in Schedule 1 of this Agreement: Help Desk Report means in respect of: (a) (b) the Facility, any

More information

1. INCIDENT MANAGEMENT

1. INCIDENT MANAGEMENT 1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

Central Agency for Information Technology

Central Agency for Information Technology Central Agency for Information Technology Kuwait National IT Governance Framework IT Service Management How many times we felt that Business is looking to IT as Operations center not strategy enabler 1

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

UMHLABUYALINGANA MUNICIPALITY

UMHLABUYALINGANA MUNICIPALITY UMHLABUYALINGANA MUNICIPALITY HELP DESK AND INCIDENT MANAGEMENT POLICY Help Desk and Incident Management Policy Approval and Version Control Approval Process: Position or Meeting Number: Date: Originator:

More information

information sheet EMIS Support Escalation Escalation process summary

information sheet EMIS Support Escalation Escalation process summary information sheet EMIS Support Escalation EMIS strives to provide the highest level of customer service to users, ensuring that all issues logged to the service desk are progressed and resolved in the

More information

MOF Service Management Function Incident Management

MOF Service Management Function Incident Management MOF Service Management Function Incident Management Release Approved Review SLA Review MOF Release Readiness Review Operations Review Microsoft Solutions for Management The information contained in this

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

Implementation Date: November 9, 2012. Table of Contents. Section Description Page

Implementation Date: November 9, 2012. Table of Contents. Section Description Page Recommended by ITM Steering Committee: June 27, 2012 Recommended by President s Council: November 9, 2012 Approved by Executive Committee: January 24, 2013 NAIT Guideline ITM.1.6 ITS Help Desk Implementation

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

SERVICE DESK CRITICAL USER PROCEDURE

SERVICE DESK CRITICAL USER PROCEDURE SERVICE DESK CRITICAL USER PROCEDURE Approved by : () Version 1.1 (March 2011) Business Services Organisation Page 1 of 6 1. INTRODUCTION 1.1 Purpose 1.2 Scope To establish a standard, documented, and

More information

Mendix ExpertDesk, Change and Incident Management. Customer Support

Mendix ExpertDesk, Change and Incident Management. Customer Support Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com

More information

ITIL v3 (Lecture III) Service Management as a Practice IT Operation

ITIL v3 (Lecture III) Service Management as a Practice IT Operation ITIL v3 (Lecture III) as a Practice IT Operation 1 Processes and Functions Application mgmt IT Operation mgmt Technical mgmt Functions Service Desk Availability mgmt Knowledge mgmt Service cont mgmt Evaluation

More information

Infasme Support. Incident Management Process. [Version 1.0]

Infasme Support. Incident Management Process. [Version 1.0] Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary

More information

Novo Service Desk Software

Novo Service Desk Software Product Data Sheet The Novo Service Desk has helped streamline processes, reduce costs, provide better metrics, and run a more efficient help desk Lender Processing Services Novo Service Desk Software

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

The ITIL Foundation Examination Sample Paper A, version 5.1 The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes

More information

Dealing with customer complaints and compliments procedure

Dealing with customer complaints and compliments procedure Dealing with customer complaints and compliments procedure Classification: Policy Name: First Issued / Approved: 05/08/08 Last Reviewed: Management Policies & Procedures Dealing with customer complaints

More information

Terms of Use - The Official ITIL Accreditor Sample Examination Papers

Terms of Use - The Official ITIL Accreditor Sample Examination Papers ITIL Sample Papers Terms of Use - The Official ITIL Accreditor Sample Examination Papers Please note that by downloading and/or using this document, you have agreed accepted to comply with the terms of

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT? ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

Information Technology Infrastructure Library (ITIL )

Information Technology Infrastructure Library (ITIL ) Information Technology Infrastructure Library (ITIL ) A Case Study on Incident Management February 8, 2006 Tim Shepich Principal, IT Management Consulting, Nouri Associates Inc. itsmf USA San Diego Local

More information

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT Delivering the as a service to users Maintaining the integrity of a solution and its ability to operate error-free despite changes in configuration, software versions, operating

More information

Introduction to ITIL: A Framework for IT Service Management

Introduction to ITIL: A Framework for IT Service Management Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C

More information

Supporting GIS Best practices for Incident Management and Daily Operations

Supporting GIS Best practices for Incident Management and Daily Operations Supporting GIS Best practices for Incident Management and Daily Operations Shaun Collins, Project Manager Venkat Nittala, Operations Lead Agenda Introduction & History of GIS at PG&E PG&E GIS Environment

More information

Problem Management Fermilab Process and Procedure

Problem Management Fermilab Process and Procedure Management Fermilab Process and Procedure Prepared for: Fermi National Laboratory June 12, 2009 Page 1 of 42 GENERAL Description Purpose Applicable to Supersedes This document establishes a Management

More information

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date :

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date : Customer Service Charter TEMPLATE Customer Service Charter Version: 0.1 Issue date : Document Information Document Name Document Overview Author Approver Document Owner Document Owner Telephone Document

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

IT Service Management

IT Service Management RL Consulting IT Service Management Incident/Problem Management Methods and Service Desk Implementation Best Practices White Paper Prepared by: Rick Leopoldi vember 8, 2003 Copyright 2003 RL Information

More information

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

APM Support Services Guide

APM Support Services Guide COMPUWARE APM APM Support Services Guide December 2013 COMPUWARE APM SUPPORT SERVICES GUIDE When you partner with Compuware, you get the education, advice and direct support you need to maximize the benefits

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

UW Connect Update & Incident Management Overview

UW Connect Update & Incident Management Overview UW Connect Update & Incident Management Overview Mary Mulvihill, Service Management Office Mike Houlihan, Process Owner Service Management Board Meeting May 19, 2014 Outline UW Connect implementation update

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

Domain Name Service Service Level Agreement (SLA) Vanderbilt Information Technology Services

Domain Name Service Service Level Agreement (SLA) Vanderbilt Information Technology Services Service Level Agreement Page 1 of 7 Domain Name Service Service Level Agreement (SLA) Vanderbilt Information Technology Services 1. Agreement This agreement is to define Domain Name Service (DNS) provided

More information

702 IT/Technology Service Help Desk and Incident Management

702 IT/Technology Service Help Desk and Incident Management 702 IT/Technology Service Help Desk and Incident Management This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology systems, services and assets,

More information

HELP DESK MANAGEMENT PLAN

HELP DESK MANAGEMENT PLAN AT&T Help Desk Overview: DIR Platinum Customer Status AT&T is committed to continuous process improvement to meet DIR requirements and expectations, and to improve the end user experience. Today s process

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN)

IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN) Exam requirements IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN) Publication date 01-12-2009 Start date 01-01-2006 Summary Target group Context Prerequisites Practical

More information

Incident Management Process Guide Example

Incident Management Process Guide Example Incident Management Process Guide Example Date: Thursday, June 08, 2006 Version: 0.5 Incident Management Process Guide Page 2 Table of Contents 1 INTRODUCTION...7 1.1 MISSION AND OBJECTIVES OF INCIDENT

More information

Siebel HelpDesk Guide. Version 8.0, Rev. C March 2010

Siebel HelpDesk Guide. Version 8.0, Rev. C March 2010 Siebel HelpDesk Guide Version 8.0, Rev. C March 2010 Copyright 2005, 2010 Oracle and/or its affiliates. All rights reserved. The Programs (which include both the software and documentation) contain proprietary

More information

Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6

Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6 Process Description Incident/Request HUIT Process Description v6.docx February 12, 2013 Version 6 Document Change Control Version # Date of Issue Author(s) Brief Description 1.0 1/21/2013 J.Worthington

More information

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 3.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

Contents. Service Request Departmental Procedures

Contents. Service Request Departmental Procedures Departmental Procedures Contents Process... 2 Scope... 2 Key Definitions... 2 Metrics and Reporting... 2 Roles and Responsibilities... 3 Level Agreements... 3 RACI Chart... 4 Process Flow and Procedure...

More information

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK MAXIMIZE PERFORMANCE AND REDUCE RISK 1 BROCHURE COMPLEXITIES IN MISSION CRITICAL SYSTEMS CONTINUE TO INCREASE Mission critical communications systems have become increasingly complex as more features and

More information

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT Appendix 1c DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT DISTRIBUTION LIST Audit Team David Esling, Head of Audit Assurance, Risk

More information

1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03

1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03 1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This

More information

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS This document gives a feature wise comparison between the enterprise editions of ServiceDesk

More information

ITSM. Maturity Assessment

ITSM. Maturity Assessment ITSM 2012 Maturity Assessment Table of Contents Introduction... 2 What is ITSM?... 2 What is ITIL... 2 Is ITS doing ITSM today?... 3 Where is ITS in relation to ITIL best practices?... 3 Readiness and

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Request Fulfillment Management. ITG s CENTRE Service Record Screen

Request Fulfillment Management. ITG s CENTRE Service Record Screen MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? Comments: Yes. The tool facilitates; the creation of a fulfillment with a

More information

UNM Service Desk Standard

UNM Service Desk Standard UNM Service Desk Standard IT Standard Issued: Draft of April 20, 2016 Effective Date: Responsible Executive: UNM Chief Information Officer (CIO) Responsible Office: UNM CIO Contact: IT Director, Customer

More information

means the charges applied by Ancar B Technologies Limited which recur annually;

means the charges applied by Ancar B Technologies Limited which recur annually; This Service Schedule is supplemental to the Master Service Agreement Net-L1-3. CONTENTS Schedule 1 - DEFINITIONS... 1 Schedule 2 - MANAGED INTERNET ACCESS SERVICE PRODUCT INFORMATION... 3 1 MANAGED INTERNET

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Contacting Descartes Service Desk

Contacting Descartes Service Desk Version 1 April 2012 Toll Free 800.419.8495 Int l 519.746.8110 info@descartes.com www.descartes.com Table of Contents ABOUT DESCARTES SERVICE DESK... 3 CONTACTING DESCARTES SERVICE DESK... 4 SERVICE DESK

More information

Sample Exam. IT Service Management Foundation based on ISO/IEC 20000

Sample Exam. IT Service Management Foundation based on ISO/IEC 20000 Sample Exam IT Service Management Foundation based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Incident Manager. Notified. Major Incident? YES. Major Incident Declared. Initial Communication Drafted. MIH At A Glance. Major Incident Ended

Incident Manager. Notified. Major Incident? YES. Major Incident Declared. Initial Communication Drafted. MIH At A Glance. Major Incident Ended www.majorhling.com www.braunsblog.com A Major Hling Plan Model Desk Manager Business Resolver Teams (BRT) Communications Step 1 Record / Event Recieved Step 2 Classify Refer as Potential Major Manager

More information

Title: DISASTER RECOVERY/ MAJOR OUTAGE COMMUNICATION PLAN

Title: DISASTER RECOVERY/ MAJOR OUTAGE COMMUNICATION PLAN POLICY: This policy is intended to address organizational wide communication executed during a or major IS service outage. When a disaster occurs or when any critical system/infrastructure component is

More information

Student Computer Labs Pharos Print Service

Student Computer Labs Pharos Print Service 1 General Overview This is a Service Level Agreement ( SLA ) between and the Student Computer Labs to document: The technology services Student Computer Labs provides to the customer The targets for response

More information

ITIL Introducing service transition

ITIL Introducing service transition ITIL Introducing service transition The goals of service transition Aligning the new or changed service with the organisational requirements and organisational operations Plan and manage the capacity and

More information

INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0

INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0 INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES Process Owner: Service Desk Manager Version: v2.0 November 2014 Page 0 Document Revision History Revision Description Date Approved by Number V1.0 Initial

More information

ICT Project Management Procedure

ICT Project Management Procedure ICT Project Management Procedure Version: 1.0 Page 1 of 15 PROJECT PLAN 1. Scope The purpose of this procedure is to ensure that ICT projects are managed in a structured way using a subset of the Prince2

More information

GCI Channel Client Support Plan

GCI Channel Client Support Plan GCI Channel Client Support Plan 1 Quick Contact Reference: We want to make contacting GCI as easy as possible for our customers therefore you may get your message across via a-few different platforms:

More information

ITIL Intermediate Capability Stream:

ITIL Intermediate Capability Stream: ITIL Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OSA) CERTIFICATE Sample Paper 1, version 5.1 Gradient Style, Complex Multiple Choice QUESTION BOOKLET Gradient Style Multiple Choice

More information

Service Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil

Service Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Improvement Part 1 The Frontline Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Programme Overview of Service Management The ITIL Framework Incident Management Coffee Problem Management The

More information

CONFORMED COPY. Method Statement Helpdesk Services. Revision History. Revision Date Reviewer Status. 23 March 2007 Project Co Final Version

CONFORMED COPY. Method Statement Helpdesk Services. Revision History. Revision Date Reviewer Status. 23 March 2007 Project Co Final Version CONFORMED COPY Method Statement Revision History Revision Date Reviewer Status 23 March 2007 Project Co Final Version Table of Contents 1 Objectives... 3 2 Management Supervision and Organisation Structure...

More information

IT Security Incident Management Policies and Practices

IT Security Incident Management Policies and Practices IT Security Incident Management Policies and Practices Information Technology Services Center (ITSC) of The Hong Kong University of Science and Technology Date: Feb 6, 2015 i Document Control Document

More information

What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How will Problems, Questions or Changes be entered?... 2

What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How will Problems, Questions or Changes be entered?... 2 PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES... 2 What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How

More information

Incident Management Policy

Incident Management Policy Incident Management Policy Author: DCC Date: 9th May 2014 Page 1 of 10 Contents 1 Incident Management Policy 3 1.1 Incident Management Policy General Provisions 3 1.2 Pre-requisites to log an Incident

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Incident Management help topics for printing Document Release Date: December 2014 Software Release Date:

More information

Application Development and Support

Application Development and Support Service Description The Application Development & Support (AD&S) service provides high-end design and the latest Web technologies to North Carolina government at the lowest possible rates. The service

More information

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and

More information

CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK. GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com

CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK. GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com Table of Contents Document Version History... 4 About Cray Customer Service... 5 About this document... 6 1.

More information

A Framework for Incident and Problem Management

A Framework for Incident and Problem Management The knowledge behind the network. A Framework for Incident and Problem Management By Victor Kapella Consulting Manager International Network Services Incident and Problem Management Framework April 2003

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

EMEA Managed Services Support Overview. David Carson

EMEA Managed Services Support Overview. David Carson EMEA Managed Services Support Overview David Carson GXS Managed Services Support C U S T O M E R Production /Managed Services Support 24x7x365 Proactive application monitoring & control Proactive transaction

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Mobius Networks Ltd. Customer - Service Profiles

Mobius Networks Ltd. Customer - Service Profiles Mobius Networks Ltd Customer - Service Profiles Customer - Service Profiles Mobius Networks Process Documentation Content Mobius Customer Services Profiles Service Profile Options Mobius Roles & Responsibilities

More information

Service Desk Level 1 Service Description

Service Desk Level 1 Service Description Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client

More information

Help Desk Best Practices

Help Desk Best Practices Help Desk Best Practices As an IT service provider, you know the key to maintaining customer satisfaction is keeping IT functions running smoothly for your clients. While it isn t possible to have 100%

More information

IT Service Desk Workflow Management in versasrs HelpDesk

IT Service Desk Workflow Management in versasrs HelpDesk Service Level Management The Keystone of versasrs HelpDesk This document outlines IT Service Desk Workflow within versasrs HelpDesk. versasrs HelpDesk is a packaged application enabling organisations to

More information

Mohawk DI-r: Privacy Breach Management Procedure Version 2.0. April 2011

Mohawk DI-r: Privacy Breach Management Procedure Version 2.0. April 2011 Mohawk DI-r: Privacy Breach Management Procedure Version 2.0 April 2011 Table of Contents 1 Purpose... 3 2 Terminology... 5 3 Identifying a Privacy Breach... 5 4 Monitoring for Privacy Breaches... 6 5

More information