Table of Contents

Introduction......................................................................................................................................3
purpose of the Catalogue.................................................................................................................4
YOverview of Universal Group.......................................................................................................5
YIT Services for Universal Travel Company ................................................................................6
YAdministrative Desktop Support services.....................................................................................7
YInternet Access services................................................................................................................8
YWebsite services............................................................................................................................9
YSupport contact point...................................................................................................................10

Introduction :
 Information technology is one of the importance things which take a lot of attention from the
people in this period. So they tried to save this fortune by using the available techniques for
getting the profit and benefit. As result of that interesting (ITIL) invented which allows for the
users and customer high quality and speed also enable them of managing their IT assets and
resources.

Obviously, during the life, we have had many good experiences of customer services and
some pretty dire ones. The reason for writing this catalogue is to provide excellent service for
the customers.

You can communicate with one of the specialists to take a copy of this catalogue :

) fax 523550) –(00967-7770052310)

OR you can visit the following website: (www.provdergroup.com )

purpose of the Catalogue:

This catalogue have been designed to provide the Universal Travel company by some of IT
services which include :

 Administrative Desktop Support

 Internet access
  Website services

Overview of Universal Group

Universal Group was established in 1983 as a Travel agency; since then, it enormously
expanded to become the biggest and the most reputable travel and tourism group in Yemen. This
continuous success is attributed to the professional workforce and the continuous support of our
loyal clients. Universal Group has been awarded the Investment award 2009 as the leading
Travel and tourism group in Yemen, for its distinguished services, and service delivery.
IT services for Universal Travel company

Administrative Desktop Support Services

Name of Services : Administrative Desktop Support:

Description of Services: IT provides desktop support for company-supported software products

such as Microsoft Office and Windows operating systems. Installation of software packages,
computer setup, virus control, and coordination for network and hardware support is also
provided. This support is available via telephone or on-site appointments.

This service is available for: Administrative users include users in accounting and business
services as well as reception and managerial support for manufacturing and shipping areas.
Specialized desktop needs on the shop floor are handled by the applications team or hardware
support.

Availability: Desktop support is available from 8:00am to 5:00pm, Saturday through

Wednesday by percentage 98%.

Support Connect :Customer should connect with responsible engineering by phone

number(7774125521) OR by E-Mail (providergroup_as@yahoo.com)

Responsible Manger : E. Asia Mharram

Internet access Services

Name of Services : Internet access

Description of Services: This service provides individuals with access to the Internet and it
service includes:

 Access to the public Internet from inside and outside the University network

 Troubleshooting and escalated support from the service desk for issues related to web
browsing and proxy configuration.

 Advice and instructions related to proxy configuration.

 Tracking of internet usage.

 A process for requests to increase internet quotas.

 Processes for recharging internet usage.

 Filtering of web content according to security policy.

 A process for users to request an exception to web content filtering.

 A process for managing access to the internet for users under the age of 18.

 Monitoring of performance, throughput and availability.

This service is available for: : this services apply for Companies or organizations that depended
for internet to do its activities.

Availability: Internet access is available for(24 hours *5 days from Saturday to Wednesday )
by percentage 99%.

Support Connect :Customer should connect with responsible engineering by phone

number(7595245455) OR by E-Mail (providergroup_ha@yahoo.com)

Responsible Manger : E. Hanan Ahmed

 Website services

Name of Services : Website services

Description of Services: This service provides personal and company for collecting items to
help you get your web site on the internet and attract visitors to your web site.

 Unique design for the website.

 Information about the company.
 E-Mail , Query and Complaints Service
 Flash about the company

This service is available for: this services apply for Companies or organizations that depended
for electronic website to do its activities and to communicate with other external branches and
with global institutions.

Availability: Website services is available for(24 hours *7 days ) by percentage 99%.

Support Connect :Customer should connect with responsible engineering by phone

number(75952451555) OR by E-Mail (providergroup_rose@yahoo.com)

Responsible Manger : E. Bilqees AL-Zain

 Support contact point

IT Services Contact Person Connect

- Administrative Desktop E. Asia Mharram Tel: 777412552
Support Fax:647489
e-mail: providergroup_as@yahoo.com

- Internet access E. Hanan Ahmed Tel: 711524545

Fax:448489
e-mail: providergroup_ha@yahoo.com

- Website E. Bilqees AL-Zain Tel: 770524515

Fax:774598
e-mail: providergroup_rose@yahoo.com