Enterprise Service Desk Sample Clauses

Enterprise Service Desk. The GCSS-MC Enterprise Service Desk is the initial customer point of contact for worldwide GCSS-MC/LCM Increment 1 user support. The Service Desk responds to a variety of SRs, including account and access requests, technical SRs, requests for change, and service issues. The Enterprise Service Desk responsibilities include Request Fulfillment, Access Management, Event Management, Incident Management, and Problem Management. On average, the Service Desk processes more than 120 SRs daily. The overarching objective for the Service Desk is to provide high quality support in a timely and responsive manner and achieve a high level of customer satisfaction. A further objective is to implement a ‘Tier 0’ capability that provides users with self-help tools, processes, and information to support user needs, thereby reducing the number of SRs and the demand on Service Desk resources. New KB articles, templates, and procedures recommended by the Service Desk shall be submitted to the PMO for approval (CDRL A002). GCSS-MC/LCM Increment 1 currently uses the BMC ITSM tool to track and manage SRs. The PMO maintains a historical record of SRs and will provide these to the Contractor as Government Furnished Information (GFI). The Service Desk is responsible for maintaining and using the Service Desk Knowledge Management Repository. The repository contains KBs that document pre-determined procedures to assist Service Desk personnel and GCSS-MC/LCM Increment 1 users with resolving SRs. The repository will be provided to the Contractor as GFI.
Sample 1
AutoNDA by SimpleDocs
Enterprise Service Desk. Enterprise Service Desk Standard Optional Reporting and resolution of IT incidents, service requests and general IT inquiries Time and attendance tracking Standard Mandatory Contractors are not included. Does not include K12. Enterprise Resource Planning (ERP) Standard Mandatory Human Resources, Financial, Benefits, Pensions Recruitment Standard Mandatory Job Openings Delaware Learning Center Standard Mandatory This is a Learning Management System. Tracking contractor training is billable. Open data Standard Mandatory Sharing, viewing and analyzing data sets Enterprise GIS (FirstMap) Standard Mandatory Sharing, viewing, and analyzing data that have a location Server Hosting Standard Optional Provides computer resources to applications. Does not include K-12. Notifications Standard Mandatory Delaware Notification Service
Sample 1
Enterprise Service Desk. The GCSS-MC Enterprise Service Desk is the initial customer point of contact for worldwide GCSS-MC/LCM Increment 1 user support. The Service Desk responds to a variety of SRs, including account and access requests, technical SRs, requests for change, and service issues. The Enterprise Service Desk responsibilities include Request Fulfillment, Access Management, Event Management, Incident Management, and Problem Management. On average, the Service Desk processes more than 120 SRs daily. The overarching objective for the Service Desk is to provide high quality support in a timely and responsive manner and achieve a high level of customer satisfaction. A further objective is to implement a ‘Tier 0’ capability that provides users with self-help tools, processes, and information to support user needs, thereby reducing the number of SRs and the demand on Service Desk resources. New KB articles, templates, and procedures recommended by the Service Desk shall be submitted to the PMO for approval (CDRL A002). GCSS-MC/LCM Increment 1 currently uses the BMC ITSM tool to track and manage SRs. The PMO maintains a historical record of SRs and will provide these to the Contractor as Government Furnished Information (GFI).
Sample 1

Related to Enterprise Service Desk

  • Hosting Services 13.1 If Supplier or its subcontractor, affiliate or any other person or entity providing products or services under the Contract Hosts Customer Data in connection with an Acquisition, the provisions of Appendix 1, attached hereto and incorporated herein, apply to such Acquisition. 13.2 If the Hosting of Customer Data by Supplier or its subcontractor, affiliate or any other person or entity providing products or services under the Contract contributes to or directly causes a Data Breach, Supplier shall be responsible for the obligations set forth in Appendix 1 related to breach reporting requirements and associated costs. Likewise if such Hosting contributes to or directly causes a Security Incident, Supplier shall be responsible for the obligations set forth in Appendix 1, as applicable. 14 Change Management

  • Online Services Microsoft warrants that each Online Service will perform in accordance with the applicable SLA during Customer’s use. Customer’s remedies for breach of this warranty are described in the SLA.

  • Cloud Services You will not intentionally (a) interfere with other customers’ access to, or use of, the Cloud Service, or with its security; (b) facilitate the attack or disruption of the Cloud Service, including a denial of service attack, unauthorized access, penetration testing, crawling, or distribution of malware (including viruses, trojan horses, worms, time bombs, spyware, adware, and cancelbots); (c) cause an unusual spike or increase in Your use of the Cloud Service that negatively impacts the Cloud Service’s operation; or (d) submit any information that is not contemplated in the applicable Documentation.

  • Service Description 2.1 General

  • GENERAL SERVICE DESCRIPTION Service Provider currently provides active medical, pharmacy(Rx) and dental administration for coverages provided through Empire and Anthem (medical), Medco(Rx), MetLife(dental) and SHPS (FSA) (Empire, Anthem, Medco, MetLife and SHPS collectively, the “Vendors”) for its U.S. Active, Salaried, Eligible Employees (“Covered Employees”). Service Provider shall keep the current contracts with the Vendors and the ITT CORPORATION SALARIED MEDICAL AND DENTAL PLAN (PLAN NUMBER 502 EIN 00-0000000) and the ITT Salaried Medical Plan and Salaried Dental Plan General Plan Terms (collectively, the “Plans”) and all coverage thereunder in full force through December 31, 2011 for Service Recipient’s Covered Employees. All claims of Service Recipient’s Covered Employees made under the Plans and incurred on or prior to December 31, 2011 the (“2011 Plan Year”) will be adjudicated in accordance with the current contract and Service Provider will continue to take such actions on behalf of Service Recipient’s Covered Employees as if such employees are employees of Service Provider. All medical, dental, pharmacy and FSA claims of Service Recipient’s Covered Employees made under the Plans (the “Claims”) will be paid by the Vendors on behalf of the Service Provider. Service Recipient will pay Service Provider for coverage based on 2011 budget premium rates previously set for the calendar year 2011 and described in the “Pricing” section below. Service Recipient will pay Service Provider monthly premium payments for this service, for any full or partial months, based on actual enrollment for the months covered post-spin using enrollments as of the first (1st) calendar day of the month, commencing on the day after the Distribution Date. Service Recipient will prepare and deliver to Service Provider a monthly self xxxx containing cost breakdown by business unit and plan tier as set forth on Attachment A, within five (5) Business Days after the beginning of each calendar month. The Service Recipient will be required to pay the Service Provider the monthly premium payments within ten (10) Business Days after the beginning of each calendar month. A detailed listing of Service Recipient’s employees covered, including the Plans and enrollment tier in which they are enrolled, will be made available to Service Provider upon its reasonable request. Service Provider will retain responsibility for executing funding of Claim payments and eligibility management with Vendors through December 31, 2013. Service Provider will conduct a Headcount True-Up (as defined below) of the monthly premiums and establish an Incurred But Not Reported (“IBNR”) claims reserve for Claims incurred prior to December 31, 2011 date, but paid after that date, and conduct a reconciliation of such reserve. See “Headcount True-Up” and “IBNR Reconciliation” sections under Additional Pricing for details.

  • NON-NETWORK PROVIDER is a provider that has not entered into a contract with us or any other Blue Cross and Blue Shield plan. For pediatric dental care services, non-network provider is a dentist that has not entered into a contract with us or does not participate in the Dental Coast to Coast Network. For pediatric vision hardware services, a non-network provider is a provider that has not entered into a contract with EyeMed, our vision care service manager.

  • Voice Services In lieu of any other rates and discounts, Customer will pay fixed per-minute rates ranging from $0.000 to $0.000 for the following Voice Services: Domestic Voice Service: Domestic Outbound Voice Service, including Calling Card and Domestic Inbound Voice Service based on origination and termination type. Data Services:

  • 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.

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • CLOUD SERVICE The Cloud Service offering, is described below and is specified in an Order Document for the selected entitled offerings. The Order Document will consist of the Quotation that is provided and the Proof of Entitlement (XxX) you will receive confirming the start date and term of the Cloud Services and when invoicing will commence.

Draft better contracts in just 5 minutes Get the weekly Law Insider newsletter packed with expert videos, webinars, ebooks, and more!