FPOC Service Description

1. Description

The Service Desk is the first and single point of contact for support to EBC clients. The EBC Service Desk offers assistance on supported hardware and software products. Supported items include:

MS Office 97 / 2000	MS Access 97, 2000	MS Windows NT / 2000
McAfee 4.x	MS Outlook 2000	MS Exchange Entrust
MS Internet Explorer 5.x	Netscape 6.x	MS Project 98 / 2000
Lotus Notes 5.x	Lotus 1-2-3, 5.x	WordPerfect, 9 / 10
Acrobat 4 / 5	AutoCAD 2000	Palm Pilot
WinZip	Citrix	AS400 Client Access Express
Rational Rose

2. Objectives

To provide the client with a effective support mechanism with a single point of contact.

Provide fast resolution / restoration of services at first contact.

To improve service quality by following industry standard best practices using ITIL processes for Incident Management.

3. Service Commitments

95% of all calls received answered within 20 seconds
Less than 5% of all calls are abandoned
40% of all calls received resolved within 15 minutes

How are we doing ?
Check performance for this service

4. Client Obligations

Client must contact the service desk to log service failure incidents and IT service requests.
Client should read Service Desk broadcast e-mail.

5. Client Costs

The cost of this service is included in the per-seat cost.

6. Service Manager

Responsible for Service Management, delivery and accuracy of this Catalogue item:
Ryan Rossman, Manager, Client Services

7. Dependencies

Remedy system operations availability
Connectivity to FPOC service providers
E-mail operations availability

8. Activities

Service request
Incident resolution
Remote administration and support
Escalation
Provide status and information updates

9. Service Partner Obligations

Performance management statistics reporting for FPOC Service Management.