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 The main role of the Central Service Desk 2nd level is to analyse and reproduce support requests. The secondary role of the Central Service Desk 2nd level is to manage and follow up the actions within calls owned by the CSD. The flowchart below summarises the functions of the Central 2nd level Service Desk. Figure 3: High level process flow of the Central 2nd level Service Desk12 12 When an Incident cannot be resolved by the 1st level support then the Incident is escalated in the 2nd or the 3rd level support. These service desks are supportive teams that are binding with different contracts and separate SLAs and for that reason the incident resolution time may be longer than the time frame indicated in Appendix C.
Sample 1
Central Service Desk. 3rd level The Central 3rd level Service Desk is allocated with the task of answering to actions assigned to it and providing the solutions to reported incidents. The team involved in and acting as the 3rd level Service Desk should possess in-depth knowledge of the specifications and development maintenance of each CDCO application. The flowchart below summarises the functions of the Central 3rd level Service Desk (see also section 5.1.4.3 for National 3rd level Service Desk activities in Guidelines for National Service Desk Set-up and Operation for Customs Trans- European Systems [RD3]. Figure 4: High level process flow of the Central 3rd level Service Desk The 3rd level CSD is the resolver of actions assigned to it by the 2nd level CSD. Upon receiving an action, the 3rd level CSDO performs the following process steps:  Checks whether the call description/information and associated log files, are available and adequate for providing a thorough analysis/resolution. If not, the 2nd level CSD is notified;  Ensures that the action analysis/resolution is done within the pre-defined CSD target times. Specifications – Call Analysis
Sample 1
Central Service Desk. Call/Incident Management Closure This step is followed when the CSD judges that the call/incident solution is reached. In this case, the 1st SDO:  Ensures that all actions within this call are closed;  Updates the call details in the Service Desk tool with the call/incident solution;  Sends the solution e-mail to the call issuer;  Updates the call/incident status to “Resolved”. The outlines these tasks involved in the Call/Incident Closure process: Figure 5: High level process flow of the Call/Incident Closure process For Internal Calls, once the Call/Incident Solution has been reached:
Sample 1

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