UMHLABUYALINGANA MUNICIPALITY
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1 UMHLABUYALINGANA MUNICIPALITY HELP DESK AND INCIDENT MANAGEMENT POLICY
2 Help Desk and Incident Management Policy Approval and Version Control Approval Process: Position or Meeting Number: Date: Originator: Recommended by Director of Corporate Services Recommended by EXCO Approved by Council Effective: Review Frequency: Once a year (i.e. Annually) Version Number:
3 TABLE OF CONTENTS 1. Introduction Purpose Key Objectives Enforcement Appendix A... 6
4 1. INTRODUCTION This policy describes the procedure to control the IT process of managing calls and incidents logged with the IT Officer. The process covers incident identification, analysis, resolution and review as conducted by the IT Officer. This document refers to other connecting processes and documents rather than the information being repeated and duplicated. 2. PURPOSE The purpose of this policy is to establish a uniform process for incident management, and define the steps involved in responding to employee calls at Umhlabuyalingana Municipality. 3. KEY OBJECTIVES 3.1. Logging of the Calls Calls must be logged with the IT Officer by the user either telephonically by calling extension 203 or via on tebohom@mhlabuyalingana.gov.za All calls to the IT Officer must be recorded on the Call Logging Sheet, Appendix A, which will be maintained by the IT Officer Details such as Call Reference No, User s Name, Date and Time Logged, Nature of Issue and Priority Status must be recorded by the IT Officer on the Call Logging Sheet The user must be issued with a reference number Calls must be classified on the Call Logging Sheet as per the categories below: Network; Software; ; Hardware; User Administration; Other.
5 3.2. Priority of Calls Calls logged/ incidents are classed as High, Medium and Low based on the nature of the call logged Calls logged/ incidents will be resolved according to the timeframes below: Criticality of Calls logged/ Incidents High Medium Low Timeframe of Resolution Within 1 hour Within 8 hours Within 24 hours Calls logged must be attended to and resolved timely Person assigned to incident All calls will be assigned to the IT Officer for resolution Upon resolution of the call, the IT Officer must complete the Call Logging Sheet recording the date and time resolved and must record any additional comments if needed The IT Officer and users must also sign the form as acknowledgement that the call has been resolved Monthly review A monthly review of calls and incidents logged must be performed by the IT Officer, indicating compliance, long outstanding calls and trends. 4. ENFORCEMENT Non-compliance, violation and disregard of this policy shall result in disciplinary action and sanctions against the employee concerned and such sanctions may lead to termination of the employee s employment contract, depending on the circumstance and the gravity of the transgression. In the event of Umhlabuyalingana Municipality incurring financial loss as a result of non-compliance, violation and / or disregard of this policy, Umhlabuyalingana Municipality shall be entitled to institute legal proceedings to recoup the loss it has incurred from the employee / user, and this shall be in addition to the disciplinary action that Umhlabuyalingana Municipality would have taken against the employee.
6 5. APPENDIX A
7 A. Call Logging Sheet Ref. no. User's Name Date Logged Time Logged Classification Nature of Issue Priority Person Assigned Date Resolved Time Resolved Comments Reviewed by IT Officer Signature: Date:
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