Requirements for new tracking tool: Your role as a service manager
|
|
- Dominic Adams
- 8 years ago
- Views:
Transcription
1 User Support - Future Changes in Policy and tools New outsourced contract for Computing Support : Calendar, Adjudication, Service Desk, contract SLA, Time parameters and values, KPIs Requirements for new tracking tool: New Request and Incident Tracking System (RITS), Why, Requirements Your role as a service manager IT Dept Presentation [September 2009] - 1
2 New Contract New outsourced Contract Provision of Computing Support services, including a Computing Service Desk (former Computing Helpdesk ) on the CERN site. (Replacement for current S114 Desktop Support contract) IT Dept Presentation [September 2009] - 2
3 New contract - Calendar Market Survey (MS) Sent to 96 firms in 15 Member States Invitation to Tender (IT) Sent to 1 consortium and 3 firms in 3 Member States) 3 March March 2009 (~1 year after MS) Bidder conference 20 March 2009 Replies from bidders 11 May 2009 Opening/Analysis of the bids + Scoring Quality June 2009 FC committee (decision) 16 September 2009 New contract start 1 st January 2010 IT Dept Presentation [September 2009] - 3
4 New contract - adjudication BVFM adjudication (quality questionnaire): CRITERIA WEIGHT IN % Price (including all relevant costs) 60 Quality: Contractual organization Bidder s experience Quality assurance Tools Training Crisis management Turn-over personnel Total TOTAL 100 IT Dept Presentation [September 2009] - 4
5 New Contract Service Desk For all IT services the entry point for requests from CERN users is the Service Desk (or SD): All user requests or calls (78888) for any IT support services will generate a ticket in a new Request and Incident Tracking System (RITS) Service Desk (SD) shall provide 1st level support for Informatics services For requests outside the scope of SD : ticket logging + escalation (2 nd /3 rd level contractor or CERN IT) IT Dept Presentation [September 2009] - 5
6 New Contract Services Services defined in the contract: 1 st Level (Service Desk): Registration, AIS, AFS, netops, Win/Lin/Mac/Mail/Web 1 st level, video-conf. monitoring, and more 2 nd Level Support: Win/Lin/Mac/Mail/Web 2 nd level, Video-conferencing, anti-virus Services extensions (sub-slas): Tech. Sup. (GS), Training Cent. (HR), Finance (FP) and Logistics (GS) Provided (financed) by IT for ALL CERN users (~75%) Financed by other departments (~25%) In addition (outside the scope of the contract): 2 nd/ 3 rd level services provided by CERN IT IT Dept Presentation [September 2009] - 6
7 New Contract SLA and PKIs Main improvements from the previous/current Desktop Support contract (S114): Very precise and detailed SLAs for all services Strict time parameters and values for all services Precise KPIs and penalties associated with them Progressively for most IT services: 1 st level support provided by SD (e.g. Castor, Batch, etc.) + Included in the SLA: Service for incident life-cycle coordination and responsibility (ITIL compliance) IT Dept Presentation [September 2009] - 7
8 New Contract Time parameters Initial time to take in hand :.. Max ~= 1 day maximum time delay within which the intervention shall begin (somebody takes the ticket) Work effort time:. Max = 4.5 hours maximum amount of time that the contractor shall spend resolving the problem before further action On hold time:.... Max = 3 days (exceptional) maximum amount of time a ticket can stay in the on hold status Intervention time (contractor):... Max = 1.5 days Initial time to take in hand + Work effort time + On hold time Resolution time (seen by end users): (IT SLA/OLAs) maximum duration between [request sent/registered - solution proposed/request processed] IT Dept Presentation [September 2009] - 8
9 New Contract Time parameters 2 urgency levels: Blocking non Blocking Principle: keep it simple to be able to measure it Blocking : prevents the user from continuing essential work (e.g. no workaround can be provided - user cannot use another device or software) It is SD responsibility to determine requests which are blocking in agreement with the user. IT Dept Presentation [September 2009] - 9
10 New Contract Time parameters Resolution time: Most important value for the end users Max time between [request sent solution provided] SLA Contactor values: (SD + 2 nd level or SLA extension) 7 hours for blocking problems (request sent at the SD before 9h30 shall leave contractor the same day) 16 hours (2 working days) when non blocking (and max 3 days on hold ). In addition, OLAs must be defined inside IT to determine the total resolution time of the SLA seen by the end users. IT Dept Presentation [September 2009] - 10
11 Requirements for new tracking tool Requirements for a new Request and Incident Tracking System (RITS) IT Dept Presentation [September 2009] - 11
12 Requirements for new tracking tool A new tool RITS will replace PRMS - WHY? New IT management policy for support based upon ITIL best practices New contract, precise SLAs with PKIs to be measured and related penalties defined Specific requirements from UDS group Opportunity to introduce improvements and new desired features (missing in PRMS) IT Dept Presentation [September 2009] - 12
13 Requirements for new tracking tool New RITS UDS/HUS main requirements User Interfaces (for end users and support providers) must be unique and web based: Interface for end-users based on IT service catalog Interface for support providers (based on the SLA and underpinning OLAs) Powerful SEARCH functionalities are required, possibly linked with the IT Knowledge database system to be used within IT (IT FAQs) / IT Dept Presentation [September 2009] - 13
14 Requirements for new tracking tool New RITS UDS/HUS main requirements Workflow should be configurable but UNIQUE for ALL support lines (defined by SLAs/OLAs) Service level management and monitoring built-in the system (SLM) Possibility for the contractor (SD) to intervene at all stages of a ticket (contractor s responsibility over the full ticket lifecycle) + Detailed list of all requirements provided in a 17 pages document with priority levels for implementation (doc. available on request) IT Dept Presentation [September 2009] - 14
15 Your role as a service manager Your role as a service manager IT Dept Presentation [September 2009] - 15
16 Your role as a service manager Required for the new tool: RITS 1 st step: define the way you expose your services through the tool (end-user interface) 2 nd step: review and implement organisation categories (internal to the supporter tool ) 3 rd step: define and implement the service forms when required (requests with pre-defined questions) + Define OLAs/SLAs for your services and configure them in the new system (SLM) IT Dept Presentation [September 2009] - 16
17 Your role as a service manager Conclusions and changes for IT support : Service managers WILL BE ACTIVELY INVOLVED in the RITS software configuration Service managers shall work in close collaboration with the Service Desk Improvement of services coordination Exchange knowledge relevant to both sides IT Dept Presentation [September 2009] - 17
18 Your role as a service manager We are sure that This effort will pay (Less interaction with users, data structured, correct category, etc.) It is Joint effort in IT to provide a better overall service to all CERN users! IT Dept Presentation [September 2009] - 18
19 New Tool (FIO) - RITS New Request and Incident Tracking System (RITS) To be presented by Ivan Fedorko IT/FIO IT Dept Presentation [September 2009] - 19
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 informationManaged Desktop Support Services
managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying
More informationThe 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 informationThe 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 informationThe 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 informationOpen call for tenders No 01/2102/12
The Court of Auditors of the European Union Directorate of Information and Technologies (DIT) Open call for tenders No 01/2102/12 Information Technology Helpdesk Services (ITHS) ANNEX 3 DRAFT SERVICE LEVEL
More informationITIL v3 Incident Management Process
ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target
More informationThe 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 informationThe 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 information1 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 informationEDUCORE ITIL FOUNDATION TRAINING
EDUCORE ITIL FOUNDATION TRAINING Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management Overview The purpose of the ITIL Foundation
More informationInformation and Communication Technology. Helpdesk Support Procedure
BELA-BELA LOCAL MUNICIPALITY Chris Hani Drive, Bela- Bela, Limpopo. Private Bag x 1609 BELA-BELA 0480 Tel: 014 736 8000 Fax: 014 736 3288 Website: www.belabela.gov.za OFFICE OF THE MUNICIPAL MANAGER Information
More informationA Guide to Categories & SLA Management
A Guide to Categories & SLA Management 1. Introduction Calls can be logged quickly and efficiently in SupportDesk using selection Categories within the call screen and these categories can match the conditions
More informationOverview Application Incident Management. David Birkenbach ALM Solution Management August 2011
Overview Application Incident David Birkenbach ALM Solution August 2011 How the New SAP Solution Manager Supports Business & IT SAP Solution Manager 7.1 provides: Better coverage of the complete customer
More informationMaximo ITSM Product Suite. Francois Marais
Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM
More informationITSM 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 informationService Catalogue. 0984v1
0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8
More informationIBM Maximo for Service Providers:
IBM Maximo for Service Providers: Internal and Shared Service Providers Angela C. Pitts Market Management for Service Providers apitts@us.ibm.com 2005 IBM Corporation Agenda Overview of Internal Service
More informationFree ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service Level Package
More informationITIL Roles Descriptions
ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test
More informationHelpdesk 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 informationITIL / ITSM: Where Do I Start?
ITIL / ITSM: Where Do I Start? A whitepaper presented by: Third Sky, Inc. 75 Union Street, Suite 100 Brighton, MA 02135 http://www.thirdsky.com In partnership with: FrontRange Solutions, Inc. Page 1 of
More informationWhat are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
ITIL Foundation mock exam 1 1. The Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPI) 3. Improve the process 4. Perform
More informationTrainning Education Services Av. Paulista, 777-15º andar SP Tel/Fax: 55+ (11) 3323-1676 www.trainning.com.br comercial@trainning.com.
Simulados ITIL Question 1 Which of the following is a Service desk activity? A) functioning as the first point of contact for the customer B) investigating the cause of disruptions for the customer C)
More informationAuxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
More informationIntroduction 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 informationService Management Toolkit SLA
Service Management Toolkit SLA Version: Start Date: Review Date: Author: nn nn/nn/nn nn/nn/nn xxxxx Purple Griffon Ltd Page 2 of 28 1. Ownership This agreement is made between Business Area and Service
More informationThe 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 informationIT 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 informationCould Knowledge Management Help You Operate A More Effective & Efficient It Service Desk?
Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Challenges Of The Modern Day Service Desk With ITIL an established framework for delivering quality IT service,
More informationJOB AND TASK DESCRIPTION
JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General
More informationService Portfolio Management PinkVERIFY
-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to
More informationService Desk Recruitment Strategy
Recruitment Strategy This paper seeks to outline an approach to recruiting staff for Service Desks and the various considerations that an organisation may want to consider. It focuses on two key points;
More informationThe 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 informationMendix 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 informationE-vote 2011. SSA-V Appendix 2 Contractor Solution Specification Project: E-vote 2011. E-vote 2011. Version: 1.0 Date: 26/10/2009
E-vote 2011 SSA-V Appendix 2 Contractor Project: E-vote 2011 1. Introduction This document contains the Contractor s proposal for Services to be delivered under the Maintenance and Support agreement for
More informationCourse # 55011A. The ITIL Foundation Certificate in IT Service Management
Course # 55011A The ITIL Foundation Certificate in IT Service Management Course Outline Module 1: Introduction Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes
More informationImplementation 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 informationCustomer Support Handbook
Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting
More informationRequest 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 informationAssigning Severity Codes
Technical Support Service Number:SDT-051111 Version number: 2.0 Effective Date: 2 nd Jan 2010 Assigning Severity Codes The impact of a problem is a composite of many factors: the number of clients affected,
More informationThe 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 informationITIL Essentials Study Guide
ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:
More informationVMware Service Manager: Implementing Incident Problem Management
Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk
More information1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
More informationUW 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 informationITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
More informationORACLE IT SERVICE MANAGEMENT SUITE
ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS
More informationContents. 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 informationCloud-based Managed Services for SAP. Service Catalogue
Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...
More informationSETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN
SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN AGENDA Introduction Issues with previous processes Why ITIL? What is a Service Desk? Implementing a Service Desk Challenges Critical Success Factors
More informationMANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records?
MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? 2. Does the tool provide a pre-defined list of services which can be requested
More informationFree ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 4 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service is not very
More informationITSM Reporting Services. Enterprise Service Management. Monthly Metric Report
ITSM Reporting Services Monthly Metric Report October 2011 Contents Introduction 3 Background 3 Purpose 3 Scope 3 AI6 Manage Change 4 Number of Changes Logged 4 Number of Emergency Changes Logged 4 Percentage
More informationHong Kong Information Security Group TRAINING AGENDA
TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationITIL Foundation V3. Walaa Omar. +201222874828 Walaaomar131@gmail.com
ITIL Foundation V3 Walaa Omar Service Lifecycle Mapping Service Catalogue Management Service Catalogue Management Objectives To provide a single source of consistent information on all of the agreed services.
More informationHP 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 informationIMPLEMENTING SERVICE LEVEL MANAGEMENT
IMPLEMENTING SERVICE LEVEL MANAGEMENT Author : Gary Case Version : 1.0 Date : August 2011 Implementing Service Level Management Page 1 of 8 Table Of Contents 1 EXECUTIVE SUMMARY... 3 2 SERVICE LEVEL MANAGEMENT
More informationThe 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 informationNo Surprises! The Support Center s Role in Successful Change and Release Management
No Surprises! The Support Center s Role in Successful Change and Release Management How Change Impacts the Support Center Increased: Contact volume Stress Support costs Decreased: Customer satisfaction
More informationREQUEST FOR PROPOSAL SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE. Tender No. ECIL / CSD / 10-3053 dated 27.05.2011
REQUEST FOR PROPOSAL FOR SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE Tender No. ECIL / CSD / 10-3053 dated 27.05.2011 ELECTRONICS CORPORATION OF INDIA LTD ( A Government of India Enterprise
More informationIT Customer Relationship Management supported by ITIL
Page 170 of 344 IT Customer Relationship supported by ITIL Melita Kozina, Tina Crnjak Faculty of Organization and Informatics University of Zagreb Pavlinska 2, 42000 {melita.kozina, tina.crnjak}@foi.hr
More informationA Guide to SupportDesk ITSM
A Guide to SupportDesk ITSM 1 Introduction Terminology: All SupportDesk systems are built around the same default terminology. In SupportDesk ITSM, the Customer and Inventory fields have been renamed as
More informationService Management is a journey Who s got the map? Simon King BMC Software
Service Management is a journey Who s got the map? Simon King BMC Software We are Struggling to Keep Pace with Change Where do we go next? Copyright 3/8/2012 BMC Software, Inc 2 % Incidents reported by
More informationThe Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office
Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered
More informationITIL Sample incident ticket template
ITIL Sample incident ticket template 1. Executive overview Describe the purpose, scope and organisation of the document. 2. Incident overview This document is intended to provide an understanding of the
More informationBloom Enhanced Performance Monitoring Service Level Agreement
Bloom Enhanced Performance Monitoring Service Level Agreement 1 SERVICE DESCRIPTION The Enhanced Performance Monitoring Service provides an enterprise-class level of assurance with regards to the performance
More informationThe open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org
1 The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl tecnoteca@tecnoteca.com www.tecnoteca.com CMDBuild READY2USE 2 CMDBuild READY2USE is a CMDBuild
More informationASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services
ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD
More informationREPORT 2014/001 INTERNAL AUDIT DIVISION. Audit of information and communications technology help desk operations at United Nations Headquarters
INTERNAL AUDIT DIVISION REPORT 2014/001 Audit of information and communications technology help desk operations at United Nations Headquarters Overall results relating to the adequacy and effectiveness
More informationOverview 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 informationService Desk. Description. Detailed Specifications
Service Catalogue Contents Service Desk 3 Desktop Services 4 Wintel Services 6 Enterprise Services 7 Network Services 8 IMAC s (Install, Move, Addition And Change Services) 9 Professional Services 10 Service
More informationSolution Brief and Key Features Datasheet
SMART Service Desk ITIL 2011 + ISO 20000 + SaaS www.smartservicedesk.com Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management
More informationSupport and Service Management Service Description
Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications
More informationProblem 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 informationFoundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service
ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,
More informationHow To Improve Your Experience At Itil
Experiences Using SNOW in IT Emmanuel Ormancey (IT/OIS) Maite Barroso Lopez (IT/PES) Massimo Lamanna (IT/DSS) CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Introduction ITIL, the process
More informationLANDesk Service Desk. Outstanding IT Service Management Made Easy
LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT
More informationThe Task. First things first what is a Service Level Agreement?
The Task If you are reading this, then you ve probably decided to or been asked to implement an SLA. Questions are starting to run through your head like what s all the fuss about? How is this going to
More informationThe Advantages and Disadvantages of ITIL
competence Ethic Experience Competence Development Vision Performance Potential Knowledge Happiest People Happiest Customers Contents ITIL: Introduction And Benefits...3 Service Delivery Functions...4
More informationProblem 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 informationHow To Manage An Incident Ticket In Service-Now.Com
How to manage Incident tickets in Service-Now. Incident Tickets follow the following life cycle: New Assigned Work In Progress Pending Resolved Closed/Cancelled The guide below outlines the steps to manage
More informationProject Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603
Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service David Birkenbach SAP Session 1603 Johnson & Johnson Founded in 1886. Worldwide headquarters in New Brunswick, New Jersey, USA. Engaged
More informationEXIN.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 informationTitle: 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 informationEXIN IT Service Management Foundation based on ISO/IEC 20000
Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing
More informationSapphireIMS 4.0 Service Desk Feature Specification
SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission
More informationMY HELPDESK - END-USER CONSOLE...
Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION... 3 1.1. OBJECTIVES... 3 1.2. END-USER CONSOLE... 3 1.3. SUMMARY OF RESPONSIBILITY... 3 1.4. HELPDESK INCIDENT LIFE CYCLE...
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationKaspersky Lab Product Support. Enterprise Support Program
Kaspersky Lab Product Support Enterprise Support Program Contents 1 Definitions... 3 2 Overview... 4 3 Description... 6 4 Limitations... 11 2 1 Definitions Product(s) shall mean software product(s) of
More informationSUPPORT POLICY SUPPORT POLICY
SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.
More informationHP 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 informationIncident 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 informationIdentity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0
Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO
More informationEND-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION
END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk
More informationCombine ITIL and COBIT to Meet Business Challenges
Combine ITIL and COBIT to Meet Business Challenges By Peter Hill, Director, IT Governance Network, and Ken Turbitt, Best Practices Director, BMC Software BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT...
More informationWe released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions
We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions SCHEDULE 4 KEY PERFORMANCE INDICATORS, SERVICE LEVELS AND
More informationContact / 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 informationService Request Logging Procedure
Rena C. Ayeras ITIL Process Page 1 of 13 Table of Contents 1. Purpose 3 2. Scope 3 3. Definitions 3 4. References 4 5. Responsibilities 4 6. Procedure 5 6.1. Logging Service Requests...5 6.2. Tracking
More information