Service Desk Services Sample Clauses

Service Desk Services. Contractor shall facilitate contacts for authorized users for both inbound and outbound support (e.g. contacts to other levels of support, vendors and support groups). Authorized users can call the Service Desk for all Integrated Services.

Service Desk Services. Effective as of January 1, 2009, Supplier shall terminate and discontinue all Services provided in connection with the Service Desk including the Services described in Schedule A to the IT SOW.

Service Desk Services. Supplier shall provide Service Desk Services, as detailed in this Schedule. The Service Desk is a primary entry point for Incidents, inquiries, requests from Authorized Users related to the Services. The Service Desk will handle the requests and route to the appropriate resolution teams. Severity 1 Incidents that are critical (as defined in the Policy and Procedures Manual) will be passed directly from the Supplier’s Level 1 support personnel to the Supplier’s escalation and notification team designee who will escalate to the appropriate resolver group (which could be Xxxxx 0, Xxxxx 0, include CoreLogic Application support team members, or other subject matter expert group) or invoke the Service Restoration process to minimize the Restoration time.

Service Desk Services. The Contractor shall facilitate contacts for authorized users for both inbound and outbound support (e.g. contacts to other levels of support, vendors, and support groups). Authorized users can call the Service Desk for all Integrated Services. The Contractor shall manage all contacts from authorized users relating to the Integrated Services, including, but not limited to, the following:  Log all relevant details, within an Incident or Service Request, in the appropriate Service Management System (SMS)  Assign categorization, severity, and prioritization, as documented in the SMM.  Provide first-line investigation and triage in an attempt to resolve Customer issues  Provide routing of Incidents to appropriate resolver groups in a timely fashion  Escalate Incidents and Service Requests that are not resolved within the agreed upon Service Level  Communicate with authorized users by keeping them informed of Incident and Service Request creation, suspension, tasks requiring their action, resolution, and closure  Ensure resolution of all tickets (e.g. Resolved Incidents, Completed or Cancelled Service Requests) from contacts in accordance with the SMM  At resolution, ensure all relevant details are documented within the SMS ticket (e.g. the resolution, resolution method, user acceptance)  Retain overall responsibility and ownership of all Incidents and Service Requests from the time the ticket is created until they are closed or cancelled  Ensure that the Service Desk is available at all times (i.e. 24x7x365).  Support the use of multiple methods of contact for authorized users, including at a minimum phone calls, email, chat, and web entry, as well as other methods as approved by the Government  Ensure that each work shift has a turnover process to update the next work shift regarding status of key incidents, incident hand-offs and general knowledge transfer to ensure that Customer problems are resolved in a timely manner  Promote efficient use of Service Desk resources through Continual Improvement (e.g. enhancements of Customer Portal, increased self-help functionality)  Provide processes and controls to enable entitlement and identification of authorized users, as approved by Government  Provide processes to support the use of Customer provided Service Desk attendant scripts that include Customer specific scripts as required, for supporting Incidents and Service Requests related to the Integrated Services (e.g. Customers specific Applications...

Service Desk Services. Contractor and Client shall perform those services, functions and responsibilities identified as their respective responsibilities in the following matrix with respect to the provision, staffing, operation, administration and management of the Service Desk in support of the HSEP Managed Applications.

Service Desk Services