comarch ict service desk - infographic
TRANSCRIPT
2-nd and 3-rd line support
on-site
support
HOW TO WORK WITH THE COMARCH SERVICE DESK
ICT
Our knowledge database has been updated. Fixing the problem should stop
such incident reappear in future
PROBLEM MANAGEMENTSystemic issues that require
coordianated response
INCIDENT MANAGEMENTIsolated occurrences that are
addressed with point solutions
ERROR
OK
Network does not work!
The ticket has been registered and assigned
to our engineer Password has been changed
Software has been installed
ReleaseManagement
Change Management
ConfigurationManagement
Software DevelopmentLife CycleProcess
INCIDENT
PROBLEM
CHANGE
RELEASE
CONFIGURATION
Incident and Problem Management are thetwo most visible IS Department functions
Accepting notifications
Registration. Identification and prioritization of issue
The initial diagnosis of the reported incidents
Escalation processes
1
2
3
4
1
How do you initiate help request?
Notify Service Desk via one of these four methods & indicate urgency
SLA agreement
3
4
Within 8 business hours (or faster based on priority) a service desk technician will contact you to begin resolution
You will be notified via phone for urgent requests
Self-servicePortal
Monitoring systems
Phone Email
To: [email protected]: Urgent hardware issue
I am unable to connect to server and have a project due in 1 hour
2 Describe problem
Service desk operations
other processes