The day-to-day interface between the IT Service Provider and its' customers for effectively resolving basic service inquiries and for dispatching service requests and reported incidents to the most appropriate source for service fulfillment.
Clients agree to use self-help tools including online knowledge basis as a first point of inquiry for HOWTO questions. Business UNits agree to assist ebc in marketing the availability of these tools as they are made available
Business clients agree to use Service Desk for all first point of contact inquiries
Clients agree to report examples of dissatisfactory service as it occurs
Clients agree to fill in satisfaction surveys on a regular basis and business units agree to encourage their staff to do so
business clients agree to provide adequate training to staff in the use of ebcIT technology products
Service Desk costs are paid through an annual appropriation to the ebcIT Division through the Ministry of Labour as negotiated during the annual government-wide fiscal budgeting process. Training costs are absorbed within the budgets of client business units.
the number of HOWTO questions will vary with the overall knowledge and expertise of clients in the use of technology products. The greater the training in these products the fewer questions that will be asked. In addition, training will have the effect of increasing the rate of FPOC resolution as the overall knowledge level of the requester is higher
recording inquiries and accessing previous, similar requests is dependent on the availability of Remedy Service Desk and the quality of the recorded information
the ready availability of on-line knowledge bases on ebc technology permits the off-loading of administrative tasks associated with their maintenance
Remedy Ticket Creation - the initial recording into Remedy of the Service enquiry, receiving a Ticket number for reference, classification of the inquiry and recording initial information on the inquiry
Notification - a procedure whereby an individual, group or the entire user base is notified that a Incident exists. Notifications are normally provided automatically, through emails or pages associated to the Call Type in the incident tracking system. Where the incident affects the usual means of communications (eg. email) other methods must be employed (eg. call trees)
Escalation - a procedure whereby an individual, group or the entire user base is notified that a Incident exists and is a request for aid. It is typically performed via a telephone call or page out and is performed at a technical level for on call support. The escalation process is used by the Service Desk to ensure that Incidents are resolved within SLAs and appropriate resources are notified as necessary.
Printable Version
![[To top of Page]](../../images/up.gif){kind=small}
