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
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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

  • Network Resource Interconnection Service (check if selected)

  • 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.

  • 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 in the SLA. The remedies above are Customer’s sole remedies for breach of the warranties in this section. Customer waives any breach of warranty claims not made during the warranty period.

  • 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 The Parties will provide Common Channel Signaling (CCS) to one another via Signaling System 7 (SS7) network Interconnection, in accordance with prevailing industry standards. Use of a third party provider of SS7 trunks is permitted.

  • Conversion of Wholesale Services to Network Elements or Network Elements to Wholesale Services Upon request, BellSouth shall convert a wholesale service, or group of wholesale services, to the equivalent Network Element or Combination that is available to Global Dialtone pursuant to Section 251 of the Act and under this Agreement or convert a Network Element or Combination that is available to Global Dialtone pursuant to Section 251 of the Act and under this Agreement to an equivalent wholesale service or group of wholesale services offered by BellSouth (collectively “Conversion”). BellSouth shall charge the applicable nonrecurring switch-as-is rates for Conversions to specific Network Elements or Combinations found in Exhibit A. BellSouth shall also charge the same nonrecurring switch-as-is rates when converting from Network Elements or Combinations. Any rate change resulting from the Conversion will be effective as of the next billing cycle following BellSouth’s receipt of a complete and accurate Conversion request from Global Dialtone. A Conversion shall be considered termination for purposes of any volume and/or term commitments and/or grandfathered status between Global Dialtone and BellSouth. Any change from a wholesale service/group of wholesale services to a Network Element/Combination, or from a Network Element/Combination to a wholesale service/group of wholesale services, that requires a physical rearrangement will not be considered to be a Conversion for purposes of this Agreement. BellSouth will not require physical rearrangements if the Conversion can be completed through record changes only. Orders for Conversions will be handled in accordance with the guidelines set forth in the Ordering Guidelines and Processes and CLEC Information Packages as referenced in Sections 1.13.1 and 1.13.2 below.

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  • Station Service Seller shall be responsible for arranging and obtaining, at its sole risk and expense, any station service required by the Facility that is not provided by the Facility itself.

  • 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: Access:

  • 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.

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