Central Service Desk Sample Clauses

Central Service Desk. The CSD is a function of the ITSM operations. The CSD provides a single entry point for NSDs. Incidents, Problems or Requests are documented, resolved or dispatched by CSD staff, referring to the level of support (first/second/third level support) needed. Change The addition, modification or removal of anything that could have an effect on IT Services. The scope should include all IT Services, Configuration Items, Processes, Documentation etc. For any potential change in technical/security specifications or features of either the centrally developed applications (that are maintained by the CUST/DEV Term Definition Contractor of DG TAXUD), or the UUM&DS (that is maintained by DIGIT), a new RfC submission form should be completed. This form is used to optimise the process of collecting the requests for change. The template can be found on CIRCABC under the following link: xxxxx://xxxxxxx.xxxxxx.xx/w/browse/ea9b6600-4443-44e4-b209- e4dc02fde1f7. Duplicate call A call is considered to be a duplicate if its description matches the one of a previous call or if the analysis of the cause of the incident concludes it is a duplicate. Note the previous call could have been resolved or still being analysed. EC Business Days From Monday to Sunday, irrespective of any official or national holidays. EC Business Hours 07:00 – 20:00 CET of each EC Business Day. Incident Any event reported as part of the standard operations (central or national) that causes, or may cause, an interruption to, or a reduction in, the quality of the overall service. In SMT terms, the Incident can be the result of an escalated Interaction (see Interaction). Interaction Every user contact with the ITSM Support is logged as an Interaction. These Interactions can be escalated to Incidents, Service Requests, Requests for Information and Requests for Changes reported by users who communicate with the ITSM Support by using preferably the ESS or another existing communication channel (e-mail, phone or fax). Issuer An Issuer is every user that requests support from a Service Desk and submits an issue to be registered in SMT by the Call Issuer. An Issuer may be Economic Operators and their Representatives (including users from both EOs and Representatives) registered in the NIAM of this Member State, National parties or another NSD. An Issuer may also be the CSD (i.e. an action part of a call issued by another NA or by the Commission).
Sample 1
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Central Service Desk. 2nd level
Sample 1
Central Service Desk. 3rd level 1. A new action is assigned to the 3rd level CSD by the 2nd level CSD. The “3rd level Analysis” timer starts. The 3rd level CSD receives analysis requests related to either specifications or development matters. Depending on the subject of the call, a diagnosis may result to an update of the specifications documentation or an implementation plan. The diagnosis is reviewed by the respective action resolver; 2. Even when the reported incident may eventually lead to the call resolution steps (see following paragraph, 'Development' branch), the 3rd level CSD will first perform an analysis of the call and try to isolate the source of the reported incident. In order to facilitate the isolation of faults in the applications and generally for providing efficient software maintenance services, it is suggested that a reference environment is maintained, similar to the system in operation. This environment is under strict configuration control and follows the evolution of the operational system. Before each change is introduced to the system as a result of a maintenance activity, it undergoes thorough testing on the reference environment; 3. After the 3rd level CSD has isolated the cause of the call, an implementation plan is provided, taking into account the priority of the call. Moreover, the 3rd level CSD has to proceed to an assessment of whether the specific call has affected or may affect any other national or international application or specifications. For the 3rd level CSD, the estimation of the call priority is based on the technical impact that the reported call has on the specifications of the central customs applications; 4. When the 3rd level CSD has identified the cause of the reported incident and has scheduled its implementation, or when the diagnosis to a reported issue has been achieved, the 3rd level CSD records this as the action analysis. This analysis is verified by the 3rd level CSDO acting as the action resolver and the action analysis is dispatched to the 2nd level CSD via the 1st level CSD, who updates the action status to “Work in progress” and stops the “3rd level Analysis” timer.
Sample 1
Central Service Desk. Call/Incident Management Closure 1. The Central 1st level SDO records the solution in the Service Desk tool and updates the call status to “Resolved”; 2. An automatic notification is sent to the call issuer informing on the solution details (For calls dispatched to the CSD, and once the Call/Incident Solution has been reached, the call/incident solution is sent to the NSD functional mailbox from the CSD, via a solution e-mail);
Sample 1

Related to Central Service Desk

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  • Network Services Local Access Services In lieu of any other rates and discounts, Customer will pay fixed monthly recurring local loop charges ranging from $1,200 to $2,000 for TDM-based DS-3 Network Services Local Access Services at 2 CLLI codes mutually agreed upon by Customer and Company.

  • CUSTOMER SERVICE FUNCTIONS The Servicer shall handle all Customer inquiries and other Customer service matters according to the same procedures it uses to service Customers with respect to its own charges.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

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  • Verizon OSS Services 8.2.1 Upon request by ECI, Verizon shall provide to ECI Verizon OSS Services. Such Verizon OSS Services will be provided in accordance with, but only to the extent required by, Applicable Law. 8.2.2 Subject to the requirements of Applicable Law, Verizon Operations Support Systems, Verizon Operations Support Systems functions, Verizon OSS Facilities, Verizon OSS Information, and the Verizon OSS Services that will be offered by Verizon, shall be as determined by Verizon. Subject to the requirements of Applicable Law, Verizon shall have the right to change Verizon Operations Support Systems, Verizon Operations Support Systems functions, Verizon OSS Facilities, Verizon OSS Information, and the Verizon OSS Services, from time-to-time, without the consent of ECI. 8.2.3 To the extent required by Applicable Law, in providing Verizon OSS Services to ECI, Verizon will comply with Verizon’s applicable OSS Change Management Guidelines, as such Guidelines are modified from time-to-time, including, but not limited to, the provisions of the Guidelines related to furnishing notice of changes in Verizon OSS Services. Verizon’s OSS Change Management Guidelines will be set out on a Verizon website.

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