Technologies Enabler Services. Service Desk • For Ghent perimeter: • The service desk in Ghent can be reached 24hours/day 7days/week at a central telephone number: +00 (0) 000 0000 or by e-mail: xxxxxxxx@xxxxxx.xxxxxxx.xxx • The service desk uses a tool (PROMA) to register all the calls of the end users and all the events that need a problem management. • The PROMA-tool is used for manual and automatic registration of incidents. • Whenever a registered incident needs immediate intervention, the Service Desk to call the relevant specialist to solve the problem. Therefore Arcelor Technologies organizes duty guards. • For French perimeter • The Service Desk in Dunkerque can be reached 24hours/day 7days/week at a central telephone number: +00 (0) 0 00 00 00 59 • The service desk uses a tool CSD (Consolidated Service Desk) to register all the call of the end-users and all the events that need a problem management. • For any other country • access to the service desks can be found on the site xxxx://xxx-xx.xxxxxxx.xx/ in the tab “End-user support/Help Desk” • Incident management • Incident declaration procedure • Incident handling and solving can be invoked through the AT Service Desks • Incidents can be declared as well by automated monitoring services. Events causing alert situations are detected automatically and forwarded to the incident management system, where they are treated according to their criticality. • Incident handling • Incident handling starts within 4 working hours. • When a fatal hardware incident occurs, AT diagnoses the problem and calls the hardware provider within 2 working hours. • The hardware service provider then starts intervention within 4 working hours following AT’s request. As a consequence, remedial action starts within 6 working hours. • Escalation • When a critical incident cannot be solved timely, it is escalated. • Warning and subsequent concertation of these incidents is assigned to: • The corporate Noble service coordinator • Engagement manager • Application and Maintenance Delivery • Infrastructure and Operations Delivery They jointly decide on an appropriate action plan, setting actions and priorities and reporting on incident solution status. • Provide Technology, know-how and competence • All platforms • Deliver consulting services in the context of their know-how and competence. • Contacts with the suppliers and designers • SAP Team • Netweaver, X/0, Xxxxxx, XX, XXX, Xxxxxxxxxx Portal, … • Active role in the customer SAP competence center • Assets M...
