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IT SERVICE SUPPORT AND DELIVERY

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by

Salam Mazne

on 16 June 2015

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Transcript of IT SERVICE SUPPORT AND DELIVERY

IT SERVICE SUPPORT AND DELIVERY
GROUP 1

ISYRAH FAHMI HJ OSMAN - BSP-IIS/214
AZIM HASRI @ JIMMY - BSP-IIS/311
IZZAT REEZA ADNAN - BSP-IIS/321
MN SALAM MAZNE - BSP-IIS/341

AGENDA
INTRODUCTION
SCENARIO
IT SERVICE DESK
DESIGN/PLANNING
TELEPHONE
RADIO
SUMMARY
ITIL FRAMEWORK
The first point of contact for BSJV users on support for Non-GID Queries for the EUC services, Incidents and Applications issues.
Tel: +6733373330
Ext 1 for GI Service Desk (Global Service Desk)
Ext 2 for Non GI and Application Service Desk (One IM BSJV SD)
One Functional Mailbox: BSP IT Queries-Incidents BSP-IIS/21  (BSP-IT-Queries-Incidents@shell.com)

Single Point Of Contact (SPOC)
Resolution of issues at the First Level
Approximately 2000 calls & emails handled every month, ~35% of issues are consistently resolved at the first level every month
Continual Service Improvement: Monthly KPI Report

FIRST LEVEL SUPPORT
COMMUNICATION
Follow up with users
Incident ticket status update
Communication via e-Bulletins & web bulletins

Multiple users in offshore locations contact IT Service Desk complaining about telecommunication problem.

SCENARIO
Full transcript