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The Desktop Support Daily Operations Guide sets For existing support requests:
forth policies and procedures for CCITs Desktop
Support group with respect to the following: o A determination will be made as to
whether circumstances or
the management of client submitted hindrances noted as preventing the
requests, the triage of requests, forward progress towards resolution
the scheduling of appointments to resolve of a ticket have changed.
requests within established service windows,
the standards to be maintained in Where necessary, steps
communicating status, and necessary to affect
the handling of situations that may arise. circumstances or remove
hindrances will be
This guide is designed to ensure continually documented within the ticket
excellent service for CCITs desktop support clients. and scheduled so as to
progress the resolution of the
support request.
Daily Review of Support Requests
o Estimates of time necessary to
resolve or effect the plan of action
Each morning and as necessary during a will be revised for purposes of
given business day, a review process will be scheduling service appointments
initiated across support requests by a team within the service windows of team
member responsible for a product group. members.
During the review process, this team o The client(s) associated with the
member (reviewer) will prioritize and re- support request will be notified of
prioritized support requests as per CCITs any change of circumstances
Technical Support Policy so as to ensure that permitting forward progress or any
tickets of greater severity receive higher necessary actions and their
priority. scheduling.
Support requests bundled within the content o Initial estimates of the amount of
of a single ticket will be unbundled as time necessary to affect the action
separate tickets for purposes of tracking plan will be established for purposes
and prioritization. of scheduling service appointments
within the service windows of team
Tickets representing support requests that members.
require a multi-stage process for resolution
will be divided into component tickets with For all tickets, keywords and status fields will
be modified as necessary to reflect the
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Desktop Support Daily Operations Guide
current status of the support request. The scheduler will attempt to schedule as
many appointments as possible within the
o If the modifications made to the daily service windows of qualified &
ticket solely reflect stateful available staff members observing order of
information relevant only to internal severity and target service levels.
CCIT processes, the communication
should be denoted as Private prior to The scheduler will confirm with clients the
submission of the modifications. staff member who will service their request
and the service window in which they will
service. The scheduler will document the
Daily Scheduling of Service Appointments assignment and scheduling arrangements
within the ticket filed within Bugzilla.
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Desktop Support Daily Operations Guide
o To logoff of applications or services affected client(s) and the
unrelated to the issue reported prior cancellation will be documented
to the interns use of their system. within the associated Bugzilla ticket
such that the support request is re-
o To remove confidential or privileged scheduled.
materials within sight proximity of
their workstations. Prior to leaving a service appointment:
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