Simple Question Answering SPD Team

By Osama

· We receive issue as email , call , or webpage

· Email è generate ticket

· Call è we create ticket

· Webpage è generate ticket

· Second step is define the impact and priority

· Diagnosis

· Analysis

· Put resolution and time log è resolved , after that it will be closed by Manage Engine Manager

· Then we receive feedback from user

· Ex. If PC crash è put ticket On Hold then call vendor (SLA Time) ex. 3 days , after that take the solution from the vendor and put it in resolution then resolve it , but you should inform that to the user (this issue raised to the vendor and it will take 3 days to solve it) , last put your Manager in CC.

· SLA is (Response Time , Resolution Time)

· Response Time start from getting the call (ex. 1 hour for us)

· Resolution Time (ex. 3 Days) to solve the ticket

· Head Office in Category Number 1

· Our Job responsibility is 1^st line technician support

· After that Escalate to 2^nd line Tech. (Ruqaya , Abdalla)

· Then Escalate to 3^rd line Tech. (Jasim)

· What application you are supporting (what service you offer?)? HW / SW / Network Support

· Desktop support , right fax , email , internet

· IM è Incident Management

· PM è Problem Management

· CM è Change Management