State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD)

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD)"

Transcription

1 State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD)

2 Document Revision History Date Version Creator Notes 3/2/ Sandie Schultz Service tier information updated 8/4/ Adauto Araujo Minor Edits

3 Table of Contents Introduction...4 What Is Included...4 What Is Not Included...4 Benefits...4 Service Description...4 Service Offering Review...4 Roles and Responsibilities...5 Performance Metrics (Monitoring/Alerting/Reporting)...5 Configuration Diagram...5 How Services Are Charged...5 Initial Incident Triage SOD v1.4.1 Last Updated: 8/4/2011 2:57:00 PM iii

4 Introduction The Initial Incident Triage Service provides rapid incident triage, escalation and resolution of Resource Management System (RMS) incident tickets. These tickets may be transferred to the Enterprise Service Desk via RMS or may be opened by the Enterprise Service Desk upon receiving a call from the affected agency. This service is also used to meet Defined service levels for DET provided IT services. What Is Included Receipt of Resource Management System (RMS) ticket Initial Review/Agent assignment via first-come, first served queue order Initial Triage, to include: o Gathering additional triage information from caller/customer o Check network availability and connectivity via monitoring tools o Check server availability and connectivity via monitoring tools o Check application availability and connectivity from DET where possible Route/escalate incidents to the appropriate DET support group if applicable Status updates to customer agency Route back to agency for further triage, if no DET root cause errors found Monthly service metrics Available 24x7, if customer can route RMS incidents to the ESD What Is Not Included Customized application support Benefits Benefits of the Initial Triage service offering include: Improve the speed of service restoration Reduce time spent troubleshooting by the customer Help Desk and technical support staff Service Description The Initial Incident Triage service provides rapid incident triage, escalation and resolution of Resource Management System (RMS) tickets. This service is also used to meet service level requirements of DET provided IT services. The service provider is the Division of Enterprise Technology (DET) Enterprise Service Desk (ESD), and the service consumers are all DET customers that currently subscribe to the Initial Incident Triage service. Service Offering Review The Initial Incident Triage SOD will be reviewed annually to determine if any modifications are required. Initial Incident Triage 4 Last Updated: 8/4/2011

5 Roles and Responsibilities Roles and Responsibilities for the Initial Incident Triage service can be found here. Performance Metrics (Alerting/Reporting) Metrics are provided when requested by the agency. Configuration Diagram Incident Request Life Cycle end user reports an incident to their Help Desk The Help Desk routes the incident to the ESD The ESD triages incident Resolves Incident The ESD determines if the incident is occuring at DOA or at the agency DOA The ESD routes the incident to the appropriate 3 rd Level Support and initiates escalation\ on call procedures DOA and the agency work together to resolve root cause Agency root cause resolved? The ESD routes the incident to the agency. ESD verifies with end user root cause is resolved close agency incident How Services Are Charged Initial Incident Triage services are based on number of incidents. The monthly costs fluctuate and are based on a per call fee. The invoice for the Initial Incident Triage service will be on the Enterprise Billing System. Please see the IT Services Rate Sheet for rate information. Initial Incident Triage 5 Last Updated: 8/4/2011

State of Wisconsin. Output Management: LAN Print Services Service Offering Definition (SOD)

State of Wisconsin. Output Management: LAN Print Services Service Offering Definition (SOD) State of Wisconsin Output Management: LAN Print Services Service Offering Definition (SOD) Document Revision History Date Version Creator Notes 02/11/2009 1.0 George Jensen Initial thoughts 3/3/09 1.1

More information

State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-fax Service Offering Definition (SOD)

State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-fax Service Offering Definition (SOD) State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-fax Service Offering Definition (SOD) 2 Document Revision History Date Version Creator Notes 01/04/2010 1.0 Lisa Jorgensen Initial

More information

State of Wisconsin Division of Enterprise Technology (DET) SharePoint 2010 Service Offering Definition (SOD)

State of Wisconsin Division of Enterprise Technology (DET) SharePoint 2010 Service Offering Definition (SOD) State of Wisconsin Division of Enterprise Technology (DET) SharePoint 2010 Service Offering Definition (SOD) 1 Document Revision History Date Version Creator Notes 07/15/2011 1.0 Lisa Jorgensen Initial

More information

State of Wisconsin DET File Transfer Protocol Service Offering Definition (FTP & SFTP)

State of Wisconsin DET File Transfer Protocol Service Offering Definition (FTP & SFTP) State of Wisconsin DET File Transfer Protocol Service Offering Definition (FTP & SFTP) Document Revision History Date Version Creator Notes File Transfer Protocol Service Page 2 7/7/2011 Table of Contents

More information

State of Wisconsin. Uninterruptible Power Supply (UPS) Service Offering Definition (SOD)

State of Wisconsin. Uninterruptible Power Supply (UPS) Service Offering Definition (SOD) State of Wisconsin Uninterruptible Power Supply (UPS) Service Offering Definition (SOD) Document Revision History Date Version Creator Notes 11/4/08 1.0 David Hesse 12/2/08 1.1 James Sylla Revisions to

More information

Service Level Agreement

Service Level Agreement Standard i-tech as of: January 6, 2015 i-tech Client Response Time (SLA) This SLA agreement pertains to i-tech clients under a valid service contract only. Total Technology Support (TTS) clients will have

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

Technical Support. Technical Support. Customer Manual v1.1

Technical Support. Technical Support. Customer Manual v1.1 Technical Support Customer Manual v1.1 1 How to Contact Transacta Support 1.1 Primary Contact: support@transacta.com.au 1.2 Escalation Telephone Number: +61 (2) 9459 3366 1.3 Hours of Operation 9:00 a.m.

More information

Title: DESKTOP TICKET MANAGEMENT PROCEDURE

Title: DESKTOP TICKET MANAGEMENT PROCEDURE POLICY: This policy describes the methods by which help desk tickets will be accepted, managed and resolved by. A consistent, high-level process for ticket management is essential to the delivery of high-quality,

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

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

State of Wisconsin. Output Management: LAN Print Services Roles and Responsibilities

State of Wisconsin. Output Management: LAN Print Services Roles and Responsibilities State of Wisconsin Output Management: LAN Print Services oles and esponsibilities Document evision History Date Version Creator 02/11/2009 1.0 George Jensen Initial draft 03/10/2009 1.1 George Jensen Add

More information

State of Wisconsin Enterprise Distributed Batch Scheduling Service Offering Definition (SOD)

State of Wisconsin Enterprise Distributed Batch Scheduling Service Offering Definition (SOD) State of Wisconsin Enterprise Distributed Batch Scheduling Service Offering Definition (SOD) Document Revision History Date Version Creator Notes Sep 19, 2008 - Sep 22, 2008 1.0 Tom Ober Initial draft

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

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

State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-mail Encryption Service Offering Definition (SOD)

State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-mail Encryption Service Offering Definition (SOD) State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-mail Encryption Service Offering Definition (SOD) Enterprise E-mail Encryption - 1-12/3/2010 Document Revision History (Major Post

More information

Support Policies and Procedures

Support Policies and Procedures Support options Nintex provides support for Nintex software products in the form of software assurance (also known as maintenance), and support services (also known as help desk or incident response).

More information

State of Wisconsin. Active Directory (AD) Service Offering Definition (SOD)

State of Wisconsin. Active Directory (AD) Service Offering Definition (SOD) State of Wisconsin Active Directory (AD) Service Offering Definition (SOD) Document Revision History Date Version Creator Notes January 22, 2009 1.0 Troy Olson Initial Draft February 4, 2009 1.5 Trina

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

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

Comtech Systems Inc.

Comtech Systems Inc. Job Description Last Revised: Nov 17, 2011 FS Collect! Product Support Technician Job Summary This job exists to ensure users of the Collect! System obtain maximum possible value from the software and

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

State of Wisconsin DET Managed Backup and Restore Service Offering Definition (SOD)

State of Wisconsin DET Managed Backup and Restore Service Offering Definition (SOD) State of Wisconsin DET Managed Backup and Restore (SOD) Document Revision History Date Version Creator Notes 08/08/08 1.0 Sari Awadalla Initial draft 01/29/09 1.1 Nan Linde Modify based on review/discussions

More information

University Systems Desktop Support Service Level Commitment

University Systems Desktop Support Service Level Commitment University Systems Desktop Support Service Level Commitment The Purpose of this Service Level Commitment (SLC) is to formally define the level of service University Systems will provide to UVic faculty,

More information

GOALS & OBJECTIVES. Information Technology Services FY 2014-2015 DRAFT ITS SERVICE DESK SUBMITTED BY:

GOALS & OBJECTIVES. Information Technology Services FY 2014-2015 DRAFT ITS SERVICE DESK SUBMITTED BY: Information Technology Services ITS SERVICE DESK ITS SERVICE DESK GOALS & OBJECTIVES FY 2014-2015 DRAFT SUBMITTED BY: SUZANNE KANE ASSISTANT DIRECTOR, ITS SERVICE DESK OVERVIEW: ITS SERVICE DESK GOALS

More information

Enterprise Managed PBX Telephony

Enterprise Managed PBX Telephony Office of Information Technology Services Service Level Agreement Enterprise Managed PBX Telephony December 17, 2013 v2.1 Service Description Enterprise Managed PBX Telephony Service Description The Enterprise

More information

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03 Exhibit E - Support & Service Definitions v1.11 / 2015-07-03 Introduction - Support Services Table of Contents 1 Introduction... 4 2 General Definitions... 5 2.1 Support Services... 5 2.2 2.3 License or

More information

Novo Facility Manager Supporting YOU as you support your Team

Novo Facility Manager Supporting YOU as you support your Team Product Data Sheet Novo Facility Manager Supporting YOU as you support your Team Track Equipment. Manage Maintenance. Share Knowledge. Whether you are looking for a Cloud based or In-house facility management

More information

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0 State of Washington BHAS Help Desk Support Services July 2015 V1.0 WA-Behavioral Health Assessment Solution (BHAS ) BHAS supports the Child and Adolescent Needs and Strengths Assessment (CANS) and Adult

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

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1 Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported

More information

Help Desk Structure Policy

Help Desk Structure Policy Chan & Naylor Australia Help Desk Structure Policy Support Resolution Process Chan & Naylor Australia Head Office Suite 4, 55 Grandview St PYMBLE NSW 2073 P. 02 9391 5000 F. 02 9391 5050 Distribution Establishment

More information

Privia Support hours and methods

Privia Support hours and methods Tech Note: Privia Support hours and methods Privia Support hours and methods Copyright 2011 by Privia LLC. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed,

More information

Product Maintenance Services. General Terms for Product Maintenance

Product Maintenance Services. General Terms for Product Maintenance Product Maintenance Services Product Maintenance Services General Terms for Product Maintenance 2 Contents Product Maintenance Services General Terms for Product Maintenance Terminology Product Life Cycle

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

ITSM Roles. 1.0 Overview

ITSM Roles. 1.0 Overview ITSM Roles 1.0 Overview The IT Management lifecycle involves a large number of roles, some of which are limited in scope to one specific, others of which have responsibilities in several different es.

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

State of Wisconsin DET File Transfer Protocol (FTP) Roles and Responsibilities

State of Wisconsin DET File Transfer Protocol (FTP) Roles and Responsibilities State of Wisconsin DET File Transfer Protocol (FTP) oles and esponsibilities Document evision History Date Version Creator Notes File Transfer Protocol & Page 2 6/20/2011 This document describes the DET

More information

2014 Defense Health Information Technology Symposium Service Desk Strategy for the Defense Health Agency

2014 Defense Health Information Technology Symposium Service Desk Strategy for the Defense Health Agency Mr. Wayne Speaks - Acting Branch Chief Mr. Bill Novak - Acting Branch Chief of Operations DHA Infrastructure and Operations 2014 Defense Health Information Technology Symposium Service Desk Strategy for

More information

TechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified

TechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified TechExcel ITIL Process Guide Sample Project for Incident Management, Management, and Problem Management. Certified Incident Management Red Arrows indicate that the transition is done automatically using

More information

SERVICE DESK ANALYST Tier II Support (Information Technology)

SERVICE DESK ANALYST Tier II Support (Information Technology) Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated. The job description herein provides for the range of duties

More information

Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015

Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015 Dr. Bruce Law Pamela Bylsma Tammy Prentiss Domenico Maniscalco Bill Eagan Superintendent Assistant Superintendent Assistant Superintendent Chief Human Chief Financial of Schools for Academics for Student

More information

Platform as a Service (PaaS) Support Plan

Platform as a Service (PaaS) Support Plan Platform as a Service (PaaS) Support Plan Version: 1.0 July 2014 This document contains information proprietary to West Corporation. This document shall not be reproduced, transformed to other documents,

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

Systems Support - Standard

Systems Support - Standard 1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets

More information

State of Wisconsin. Virtual Private Network (VPN) Service Offering Definition (SOD)

State of Wisconsin. Virtual Private Network (VPN) Service Offering Definition (SOD) State of Wisconsin Virtual Private Network (VPN) Service Offering Definition (SOD) Document Revision History Date Version Creator Notes 9/15/11 1.5 Amy Dustin Annual review minor edits Table of Contents

More information

ACDI s Professional Support Services

ACDI s Professional Support Services ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or emails ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At

More information

Hosted Contact Centre (HCC) Customer Service Plan

Hosted Contact Centre (HCC) Customer Service Plan Hosted Contact Centre (HCC) Customer Service Plan December 2014 1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale

More information

Client Engagement Methodology

Client Engagement Methodology Client Engagement Methodology Media Net Link has spent the last ten years perfecting the art of managing projects to successful completion for large and medium sized companies. We don't do this by shooting

More information

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

000-926. IBM Certified Deployment Professional-Maximo V6 ITSM. Version: Demo. Page <<1/9>>

000-926. IBM Certified Deployment Professional-Maximo V6 ITSM. Version: Demo. Page <<1/9>> 000-926 IBM Certified Deployment Professional-Maximo V6 ITSM Version: Demo Page 1. What Maximo application is used to manage the resolution of the root cause of a recurring network issue? A. Incident

More information

Information Technology Division. Customer Service Support Center

Information Technology Division. Customer Service Support Center Information Technology Division Customer Service Support Center BFAT Committee Report March 7, 2002 Overview of KPMG findings Current status Expenditures Year 4 E-rate LAN Package Support Costs Outsource

More information

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to

More information

Helpdesk how to log a ticket and navigate.

Helpdesk how to log a ticket and navigate. Helpdesk how to log a ticket and navigate. Contents Logging a ticket... 3 Use the Knowledge Base (KB) and Community... 6 View Tips and Tricks... 7 Ask a Question... 8 Subscribe and receive notifications...

More information

CUSTOMER GUIDE. Support Services

CUSTOMER GUIDE. Support Services CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

Customer Care Center Details

Customer Care Center Details Enterprise IT Shared Services Service Level Agreement Customer Care Center Details (Revision Date: October 7, 2010) Going From Good to Great DOCUMENT CONTROL REVISION HISTORY DATE DESCRIPTION 9.15.10 INITIAL

More information

GXS Global Managed Services Production Support

GXS Global Managed Services Production Support GXS Global Managed Services Production Support Training for Verizon Yvonne Malcom Customer Support April 12, 2007 Service Delivery Model INFRASTRUCTURE Global Support Program Management Focused Project

More information

NOS for Network Support (903)

NOS for Network Support (903) NOS for Network Support (903) November 2014 V1.1 NOS Reference ESKITP903301 ESKITP903401 ESKITP903501 ESKITP903601 NOS Title Assist with Installation, Implementation and Handover of Network Infrastructure

More information

Windows Server 2012. System Center 2012

Windows Server 2012. System Center 2012 Windows Server 2012 Built from the cloud up System Center 2012 Cloud optimize your IT 1 Brandon Meyer Microsoft Virtual Technology Specialist MCITP, VTSP, VSP, CCSP, BACE, VMTSP, VMSP SWC Engagement Manager,

More information

Knowledge Management 101 Better Support Decisions, Faster

Knowledge Management 101 Better Support Decisions, Faster Knowledge Management 101 Better Support Decisions, Faster A Third Sky White Paper By Brian Florence, ITSM Senior Consultant for Third Sky, Inc. Third Sky, Inc. Introduction Information used to support

More information

Technical Support Services

Technical Support Services Description of Services Technical Support Services V2.0 October, 2013 KBZ Communications, Inc. Service Summary This document describes the service offerings of the KBZ ZCare Technical Support Program.

More information

All other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca

All other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology

More information

What s New in Help Desk Authority 8.2?

What s New in Help Desk Authority 8.2? in Help Desk Authority 8.2? Help Desk Authority is an industry leading help desk software solution for managing incidents and shortening the lifecycle of help desk issues. This easy-to-install solution

More information

SAP Master Data Governance

SAP Master Data Governance SAP Master Data Governance Operations Guide for Utopia EAM Solutions for MDG CUSTOMER Document Version: 710 V2.0 14-AUG-2015 Table of Contents Document History... 3 Getting Started... 4 Monitoring of Utopia

More information

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage

More information

INFORMATION TECHNOLOGY INFRASTRUCTURE ANALYST

INFORMATION TECHNOLOGY INFRASTRUCTURE ANALYST JOB DESCRIPTION MICHIGAN CIVIL SERVICE COMMISSION JOB SPECIFICATION INFORMATION TECHNOLOGY INFRASTRUCTURE ANALYST Employees in this job function as information technology (IT) professionals serving as

More information

LuxCloud Support Management Process

LuxCloud Support Management Process LuxCloud Support Management Process Document Version 1.0 The Trusted Channel Centric Marketplace Table of contents 1 The LuxCloud Support Process... 3 1.1 Description... 3 1.2 Support Levels... 3 1.2.1

More information

MEASURING FOR PROBLEM MANAGEMENT

MEASURING FOR PROBLEM MANAGEMENT MEASURING FOR PROBLEM MANAGEMENT Problem management covers a variety of activities related to problem detection, response and reporting. It is a continuous cycle that encompasses problem detection, documentation

More information

EView/400i Management Pack for Systems Center Operations Manager (SCOM)

EView/400i Management Pack for Systems Center Operations Manager (SCOM) EView/400i Management Pack for Systems Center Operations Manager (SCOM) Concepts Guide Version 6.3 November 2012 Legal Notices Warranty EView Technology makes no warranty of any kind with regard to this

More information

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level

More information

1. INTRODUCTION AND CONTACT INFORMATION

1. INTRODUCTION AND CONTACT INFORMATION 1. INTRODUCTION AND CONTACT INFORMATION Thank you for participating in the 2014 Alabama n Instructional Surveys for public schools. The INFORMATION TECHNOLOGY SURVEY should be completed by the Information

More information

Lumos Parallel Network Operations Centers: Protected Network Monitoring

Lumos Parallel Network Operations Centers: Protected Network Monitoring Lumos Parallel Network Operations Centers: Protected Network Monitoring Lumos Network Operations Center in Waynesboro, VA Availability of Network Services Is Critical Network services are critical for

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

ETC HELPDESK POLICY. 1. Policy Title. ETC Helpdesk Policy. 2. Policy Number SCT-AD-005-V2. 3. Purpose

ETC HELPDESK POLICY. 1. Policy Title. ETC Helpdesk Policy. 2. Policy Number SCT-AD-005-V2. 3. Purpose ETC HELPDESK POLICY 1. Policy Title ETC Helpdesk Policy 2. Policy Number SCT-AD-005-V2 3. Purpose The purpose of this policy is to provide a system that will give an effective technical Helpdesk service

More information

ITD BACKUP MANAGEMENT PROCEDURE

ITD BACKUP MANAGEMENT PROCEDURE ITD BACKUP MANAGEMENT PROCEDURE PURPOSE The purpose of this document is to ensure that effective and efficient processes are in place to identify and safeguard data required to run and support applications

More information

ESXi Cluster Services - SLA

ESXi Cluster Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the

More information

Rapid Service Desk Training Through Knowledge

Rapid Service Desk Training Through Knowledge Rapid Service Desk Training Through Knowledge Sue Cummings Associate Directorate for Business Innovation: Service Innovation Division May 4, 2016 Abstract An efficient and effective IT Service Desk (SD)

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

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein

More information

TAX BILLING OVERVIEW SERVICE DESCRIPTION GOALS & OBJECTIVES CONTACT INFORMATION

TAX BILLING OVERVIEW SERVICE DESCRIPTION GOALS & OBJECTIVES CONTACT INFORMATION TAX BILLING OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber and the Northeastern Regional Information Center (NERIC)

More information

Audit Management. service definition document

Audit Management. service definition document Audit Management service definition document Contents Introduction... 3 Service Description... 3 Features and Benefits... 4 Architecture... 5 Service Delivery... 6 Service Provisioning Time... 7 Service

More information

Service Desk Management Process

Service Desk Management Process Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries

More information

MANAGED FIREWALL SERVICE

MANAGED FIREWALL SERVICE MANAGED FIREWALL SERVICE OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber and the Northeastern Regional Information

More information

10 Tips to Better Manage Your Service Team

10 Tips to Better Manage Your Service Team 10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk

More information

Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy

Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy (as successor in interest to Connexon Telecom Inc) Version L_September 2 nd 2014 Contents INTRADO SUPPORT POLICY... 1 1 OVERVIEW... 2 2 SUPPORT SERVICES... 3 2.1 What is included in the Intrado Support

More information

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets

More information

Implementing ITIL with Kaseya Tools

Implementing ITIL with Kaseya Tools Kaseya White Paper Implementing ITIL with Kaseya Tools A white paper by Robert Perrine, ITIL-Service Manager www.kaseya.com Executive Overview Kaseya Service Desk provides the logic and tools necessary

More information

Analytics Reporting Service

Analytics Reporting Service 1. Rate per month $19.00 per user 2. General Overview: The provides the technologies for transforming large quantities of raw data into useable information serving the agency s functions. includes interactive

More information

Publish Date: 30/06/14 Version: 1.2

Publish Date: 30/06/14 Version: 1.2 Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage

More information

Novo Help Desk Improve efficiency for faster support!

Novo Help Desk Improve efficiency for faster support! The Novo Enterprise Help Desk has helped us improve the way the department operates and with their excellent support we have developed a system that matches our needs. I would certainly recommend Novo

More information

Internal Help Desk. Construction Document

Internal Help Desk. Construction Document Internal Help Desk Construction Document Internal Help Desk 2 Table of Contents Process Diagram... 4 Data Model... 5 System Entities... 6 WFUSER 6 Area 6 Case Type... 6 Request Type... 6 Category... 6

More information

Helpdesk Incident & Request Management Procedure For

Helpdesk Incident & Request Management Procedure For IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:

More information

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly?

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly? http://www.tutorialspoint.com/itil/interview.htm INTERVIEW QUESTIONS Copyright tutorialspoint.com Que: Which process is responsible for ensuring that the CMDB has been updated correctly? Release Management

More information

CRITICAL INFRASTRUCTURE: Strategies for Effective NOC Management for Business Success

CRITICAL INFRASTRUCTURE: Strategies for Effective NOC Management for Business Success CRITICAL INFRASTRUCTURE: Strategies for Effective NOC Management for Business Success NTT America AN NTT COMMUNICATIONS WHITE PAPER OCTOBER 2011 Introduction Today, with the rise of streaming content,

More information

Device Management Module (North America)

Device Management Module (North America) Device Management Module (North America) Part Number: MSFSEU-10 Motorola's device management module is designed to be utilized alongside an existing Motorola Service Center Support Bronze, Service Center

More information