Service Desk Sample Clauses
Service Desk. (1) GreenOrbit provides a managed service desk as part of the Hosted Service. The Customer can contact the service desk (contact details are set out in the Standard Cloud Support SLA to:
(i) report incidents;
(ii) make service requests, (the Service Desk)
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. 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. 38.1 The supplier must have a service desk throughout the contract period,
38.2 The service desk must be available:
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. 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 to augment and empower your team to accelerate your cloud operations.
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. Primary entry point for end-user support on all centrally provided IT Services, including Network and Desktop support. • Records and monitors all IT incidents, such as unscheduled service interruptions. • Receives inquiries and service requests from end-users, and records all pertinent information on the first contact. • Performs initial assessment (determines urgency and impact, prioritize incidents), and attempts to resolve users' issues. • Assigns issues to appropriate technical teams if necessary; refers users to appropriate departments within McGill, if applicable. • Broadcasts emergency messages on the IT website and Service Desk phone system to advise users of unscheduled IT service interruptions or any security outbreaks (phishing, viruses, etc.). • Informs users of maintenance schedules and expected downtimes via the IT Services web-site. • Maintains the IT Knowledge Base to help users find solutions and workarounds to common problems. • Service Catalogue Entry: IT Service Desk
Service Desk. Service Provider’s Service Desk shall be the single point of contact for Authorized Users 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’ IT Services. Service Provider’s responsibilities include:
1. Facilitate and lead in the development and documentation of processes with Service Provider and other Service Component Provider(s).
2. Integrate Service Provider’s Service Desk process with the Service Desk processes of other Service Component Provider(s), DIR Customer, and authorized Third Party Vendor(s), where the processes interact.
3. Integrate Service Provider’s Service Desk process with the other Service Management processes, including Incident Management, Problem Management, Change Management, Configuration Management and Service Request Management.
4. Coordinate Service Desk activities across all functions and organizations, including other Service Component Provider(s), DIR Customer Sites, regions, and Third Party Vendor(s), that provide services to DIR Customers.
5. Communicate and coordinate the Service Desk processes and policies within Service Provider’s own organization, other Service Component Provider(s), DIR, DIR Customers, and designated Third Party Vendor(s).
5.1. Provide on-going methods for training Service Provider staff, other DCS Service Provider(s), DIR, DIR Customers and designated Third Party Vendors on the Service Desk process and procedures.
6. Facilitate and lead in the definition and documentation of Service Desk Policies and procedures, as approved by DIR, which set the objectives, scope and principles that will ensure the success of the Service Desk processes.
6.1. Continually verify the effective compliance with the Service Desk Policies by Service Provider, other Service Component Provider(s), and designated Third Party Vendors.
7. Facilitate other Service Component Provider(s) support for Authorized Users 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 the following:
8.1. Assigning categorization and prioritization codes.
8.2. Communicating with users, keeping them informed of progress, notifying them of impending actions, obtaining appropriate agreement, and in all ways engaging and communicating with them about Service P...
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...