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

·         IA è Internal Audit

·         RC è Record Control

·         Service Management Policy è ITSM Manual (8.1.2 in SM Policy)

·         Provide Service Support to our business user as per ISO20000 requirement

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