Service Desk Clause Samples

Service Desk. The ESD is a 24X7X365 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. The ESD provides a Web interface offering program managers and end users a variety of online services. With the ESD’s Tier 0 Web site, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad credentials if you are using another browser or are outside of the firewall. End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Service Owners or delegates receive 24X7X365 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. Notifications are displayed on the ESD Web site and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e- mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds during NSSC business hours. 90% Customer Satisfac...

Service Desk. 8.1.1 BT shall establish and shall operate a single fault reporting Service Desk (for which the contact details shall be contained in the Customer Handbook). This will operate 24 hours per day, 7 days per week for the purpose of the reporting of all Customer faults and the issuing of trouble tickets and logging of Remote Hands requests. 8.1.2 The Service Desk forms the single point of contact for the reporting of faults by the Customer. Requests for changes must be submitted to the BT project office as described in Section 8.7 (Change Management) or the Service Desk if the project office is unavailable. Contact details are described in the Customer Handbook. 8.1.3 Only Customer Named Contacts are allowed to contact the Service Desk.

Service Desk. 38.1 The supplier must have a service desk throughout the contract period, 38.2 The service desk must be available:

Service Desk. The supplier must have a service desk throughout the contract period, the service desk must be available: • 24/7 365 Days to log service impact calls • City business hours (Mon – Fri 7am to 5pm, excluding public holidays) for operational requests. The supplier must allow the city to interact with the service desk in which ever means necessary, the city has the right to refuse to interact with automated platforms, in such cases the supplier must provide mutually agreed alternate contact arrangements. The service desk must be operated and managed by the supplier. Should a supplier use a 3rd party infrastructure then the service desk of the supplier will remain the single point of contact for the city. Tenderers are to submit, either with their tender submission (attached to Schedule 15F), or within a specified timeframe after being requested to do so; proof of their service desk, which can be: o Call logging process on official tenderer’s letterhead; or o Call logging process on official tenderer’s brochure Service Providers must notify the City’s TOC in advance of any changes that will occur on the provider’s infrastructure that may impact the City’s services. The service provider will perform no configuration changes that will directly affect the City’s APN service during the City’s change freeze period unless the change is of a critical nature to maintain the availability of the City’s APN service. This freeze period will be provided to the service provider in advance.

Service Desk. AWS Managed Services staffs engineering operations with full- time Amazon employees to fulfill non-automated requests including Incident Management, Service Request Management, and Change Management. The Service Desk operates 24 x 7 365 days a year.

Service Desk. DAG Tech shall provide the CLIENT and its Users with a Service Desk to address help requests in accordance with the following:

Service Desk. The Service Desk is the single point of contact for all computer, telephony, network, storage, issues, information or service requests for clients. The Service Desk can assist with a wide variety of technology questions, issues and requests. Whenever possible, the Service Desk staff will attempt to talk through a solution while clients are on the phone. If this is not possible, a client “Incident or Request Ticket‟ will be logged in the LogIT system and an DTS staff member will be assigned to provide further help.

Service Desk. This module assists with the management of service desk operations, including booking in repair orders, allocating loan vehicles and invoicing customers. This enables the following high level business processes: creation of repair orders with parts and labour prices; production of repair order estimates and invoices; allocation of appropriate internal and external repair costs; management of customers’ requirements for dealer assisted transportation; maintenance of vehicle service history.

Service Desk. Service Provider Service Desk shall provide a single point of contact for the MSI regarding Incidents, which include events that cause or may cause an interruption or reduction of service, as well as for requests for information and requests for services relating to all of DIR’s and DIR Customers’ Service Component-related Services. Service Provider responsibilities include: 1. Actively participate in work with the MSI to develop and document processes. 2. Integrate Service Provider Service Desk process with the MSI’s Services Desk process, where the processes interact. 3. Integrate Service Provider Service Desk process with the other Service Management processes, especially Incident Management, Problem Management, Change Management, Configuration Management and Service Request Management. 4. Actively support the MSI to assure the proper application of Service Desk across all functions and organizations that provide services to DIR Customers. 5. Communicate and coordinate the Service Desk processes and policies within Service Provider own organization, and as appropriate to other DCS Service Providers associated with Services. 6. Actively participate in defining Service Desk Policies and procedures, as approved by DIR, which set the objectives, scope and principals that will ensure the success of the Incident Management processes. 6.1. Provide effective and agreed mechanisms for properly complying with the Service Desk Policies. 7. Provide support to the MSI on both a reactive and a proactive basis, and for both in- bound and out-bound support. 8. Manage all Incidents and Service Requests from Authorized Users relating to Services, including: 8.1. Communicating with MSI and users as requested, keeping them informed of progress, notifying them of impending actions, obtaining appropriate agreement, and in all ways engaging and communicating with them about Service Provider activities. 8.2. Providing closure information to the MSI for all resolved Incidents, Service Requests and other calls. 9. All communications, whether spoken or written, shall be clearly understandable to the MSI. 10. Seamlessly integrate the Service Desk, including tools, technology, processes, and procedures, with the MSI. 11. Analyze Incident trends, and recommend and implement actions, with DIR and DIR Customer’s approval, to reduce Incidents, including: 11.1. Increase the availability of self-help capability, such as through providing on-line FAQs and help documentation for common pro...