IT Service Desk

Service Management

That is to say, our IT service management is simply how we manage the end-to-end delivery of IT services to customers.

To sum up these includes all the processes and activities to design, create, deliver, and support IT services. 

  • Firstly, All Incident resolution and problem management is logged.
  • Secondly our Service Desk tracks this in our trouble ticketing system.
  • Thirdly, When a call is logged or an alert occurs, the Service Desk will generate a fault ticket for each class problem.

For example, each ticket will be issued with a Priority grading – critical to low. The priority grading of a ticket may be changed while open as the impact of the incident or problem changes.

Moreover, KPI data will be made available to our customers within six (6) business days after the last day of the monthly measurement period. For example the Minimum Service Level is the threshold level under which the Service is deemed to have a negative impact on the contractual relationship between the Parties.

IT Runbooks

To sum up , these document provides an overall understanding of our customers Infrastructure. For example they detail the components in the as built environment and the settings used in its configuration.

Service Levels

For example

Response                  Time taken to respond to the initial support request logged with Cloud First Company service desk

Escalation                 Moreover, the time taken by the assigned engineer before escalation for resolution

Resolution               That is to say, the time taken to resolve the support request logged with Cloud First Company service desk. certainly this excludes any time while awaiting response from the Client or a third party outside of the control of Cloud First Company.

Hours                         Calculated against Working Hours except in the case of Priority 1 calls

Call PriorityResponse                     Escalation                  Resolution
Priority 10.5 hour1 hours4 hours
Priority 22 hours8 hours8 hours
Priority 34 hours12 hours24 hours
Priority 424 hoursAgreed PlanAgreed Plan

Priority of a Service Request

For example

PriorityDescription
Priority 1 CriticalFirstly, the support request is high impacting and needs to be addressed immediately, For example- system/application outage where more than 50% of the  users of that system/application are affected
Priority 2 HighThat is to say the support request is high impacting having a significant impact upon users or service, For example-system/application is operational at a lowered capacity than normal where all users of that system/application may be affected
Priority 3 MediumThat is to say, Support request is low impacting and is a general support request, For example- to reset a password, to provide standard IT services or support for a single user. These support requests will be most common where service is not interrupted or unavailable.
Priority 4 LowIn other words-Priority 4 calls have no user/system impact. for instance they are generally requests for information or advice.

Service Level Targets

Above all, we will provide the Services so as to meet or exceed the Target Service Levels and the Key Performance Indicators (KPIs) set out below.

Change Management

Importantly, for example all changes requests are managed via the customer change control policy.

Monitoring

Above all, the service desk remote monitoring and management tool enables a proactive monitoring and management in real-time.

Meanwhile, with network monitoring, Cloud First Companycan discover, manage and control mission-critical devices in our internal infrastructure through powerful monitors, corrective actions and scripts. In conclusion this allows Cloud First Company to identify and resolve potential issues before they impact your organisation.

Reporting

In short, we will provide report to outline the level of service for the month and as a result will call out any incidents that have occurred over the month.

Backups

This will ensure, for instance that data backup is a complete backup. As part of the on-boarding process, the Our Customer Team and the Customers Tech Op’s will agree the necessary backup frequencies. To clarify retention periods and a responsibility matrix in respect of backups.

Team – Key Business Processes Upstream & Downstream Dependencies:

In conclusion, it is essential for full support and service management of each Our Customer Team that we have a list of each Teams business processes. We will classify each process from P1 (priority 1) to P4. This will ensure the best support and escalation for BAU Incident, For example Service Request & Change Control to include Normal, Standard & Emergency Change described below.

Normal change

A change that certainly follows all of the steps of the change process.

Standard change

To sum up, a pre-approved change that is low risk, relatively common and follows a procedure or work instruction, For example password reset or provision of standard equipment to a new employee.