SOP - TWM - Service Desk Function_v1.1

8/11/2019 SOP - TWM - Service Desk Function_v1.1

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Standard Operating Procedure:

Service Desk Function

Prepared for: Synergycentric Sdn. Bhd.

Prepared by Tradewinds Outsourcing Project Transition Team

Date: 1/1/!1"

#ersion: 1

Standard Operating

Procedure (SOP)

BERNAS Service DeskFunction


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Service Desk Function Release 1 1stOctober 2014

Document ontrol

Author bdul -a#

File Name &/*0&1/0.doc

Created Wednesday, $st%ctober &'$

ast !dited Wednesday, $st%ctober &'$

D"S#R"$%#"&N

$. Synergycentric Sdn. Bhd.

$!RNAS "# &%#S&%RC"N' PR&!C# #RANS"#"&N #!A

bdul -a# ri2n

Service ssurance Specialist

3ee Boon 4hong

Service elivery 5anager

PR!PAR!D $* R!V"!+!D $*

S*N!R'*C!N#R"C SDN, $-D,

3ee Boon 4hongService elivery 5anager

ACC!P#!D $*

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!AB"E OF ON!EN!

., "N#!N#"&N&F#-!S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

.,. "ntention of the S&P.......................................................................00, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

0,. Princi1les..........................................................................................0

2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/

2,. Res1onsibilities...............................................................................0

3, Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5

3,. Re4uirements..................................................................................*

6, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5

6,. "nterfacing Process Flo7...............................................................1

6,0 Contact...........................................................................................$$

6,2 &1eration -our..............................................................................$$

6,3 Service Des8 ProcessDiagram9999999999999999999999999999999,..

6,6 Service Des8 ProcessDetails99999999999999999999999999999999 .0

:, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.6

:,. References.....................................................................................$6

/, &ther S&P; document; la7s and rules to consider,,,,,,,,,,,,,,,,,,,,,.6/,. &ther S&P; document; la7s and rules to consider..................$6

5,


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"#S! OF !AB"E

NA$!&FF"'%R!S!N#R"!SF&%ND,

"#S! OF F#$%RE

6igure $7 +nterfacing 8rocess 6low between +ncident 5anagement, 8roblem5anagement, and 4hange and 9e:uest 5anagement..................................1

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.,., "ntention of the S&P"ntention of the S&P

.,."ntention of the S&P

"he intention of this S%8 is to describe the function of Service esk.

0,0, Princi1lesPrinci1les

0,.Princi1les

Service desk intended to provide a Single 8oint of 4ontact (S8%4) to meet the

communications needs of both ;sers < the actual user of the service, i.e.

"9!W+=S users < and +". Service desk also satisfy the obectives of both

4ustomer < entity that is paying for service, i.e. "9!W+=S < and +"

8rovider > i.e. Synergycentric Sdn. Bhd.

2,2, Res1onsibilitiesRes1onsibilities

2,.Res1onsibilities

"he responsibility of the Service esk includes the following7

+ncident 5anagement > a set of processes to restore a normal service

operation as :uickly as possible, and thus, minimiing the impact on

business operations. "his is to ensure that the best possible levels of

service :uality and availability are maintained within Service 3evel

greement (S3).

8roblem 5anagement > a set of processes in the detection and

providing solutions, i.e. work around and known errors to problems and

prevents their reoccurrence.

4hange and 9e:uest 5anagement > a set of processes that enable an

+" procurement or service re:uest to be reliably submitted, routed,

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approved, monitored and delivered. +t also used for e2cient and

prompt handling of all changes to controlled +" infrastructure, thus,

minimiing the impact to any services.

3,3, Re4uirementsRe4uirements

3,.Re4uirements

+n order for the Service esk to carry out its responsibility, the below are

re:uired7

Service desk management tools < tool designed to provide Service

esks with the process tools to manage the Service esk function

%perators > a team of people that have some background of the

system in "9!W+=S, so that they could walk users thru? step


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6,."nterfacing Process Flo7

Figure .? "nterfacing Process Flo7 bet7een "ncident anagement; Problem

anagement; and Change and Re4uest anagement

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Service desk will received incident and Service 9e:uest

+f Service 9e:uest (S9), the S9 will be forwarded to 9e:uest

5anagement team for approval and once the S9 has been approved by

the 9e:uest 5anagement team, it would be implemented by the +"%peration team.

+f 9e:uest for 4hange (964), the 964 will be forwarded to the 4hange

5anagement team for approval, and once the 964 has been approved

by the 4hange 5anagement team, it would be implemented by the +"

%peration team

+f incident, the incident will be managed by the +ncident 5anagement

team to restore the services and later close the incident

+f the incident is not a known problem, a temporary workaround will be

provided and the 8roblem 5anagement process initiated so that the

8roblem 5anagement team could #nd the root cause of the problem in

order to prevents reoccurrence

%nce a root cause solution has been identi#ed by the 8roblem

5anagement team, the team will raise an 964 to the 4hange

5anagement team to approve and implement the solution by the +"

%peration team

+" %peration team could also raise an incident via +ncident

5anagement team

+" %peration team could also raise the 9e:uest for 4hange (964)

+" %peration team would also update Service esk on the status of

incidents, Service 9e:uest and 964s they are working on

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Note?the details of each of the processes will be described further in three

separate documents, i.e. +ncident 5anagement, 8roblem 5anagement, and

4hange and 9e:uest 5anagement.

6,0Contact

"he contact number and e


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Cather information > based on input re:uirement of the -elpdesk software over the phone > support to the end user, based ontroubleshooting scripts.

/) "ncident Resolved

+f the incident can be resolved, con#rm the resolution with the end user tosee whether the incident can be closed or not.

+f the incident could not be resolved, escalate the incident to +" %perationteam for further troubleshooting.

5) &nsite Su11ort

+ncident cannot be closed and re:uire further onsite troubleshooting

;pdate the incident ticket with information on what actions have been takenso far in providing basic troubleshooting to the end user

=) #roubleshooting Procedure

"roubleshooting activity will be done to resolve the issue.

5ay involve multiple groups to investigate the root cause and identify anaction plan

5ay involve many steps in order to get the incident closed within the S3.

.) "ncident Resolved

+f the incident can be resolved, con#rmation of the resolution from the enduser is imperative to identify closure of the incident.

+f the incident could not be resolved, escalate the @ rdlevel support group.

..) !scalation to 2rd1arty

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+f @rdparty support is re:uired, proceed by escalating to respectivevendorDprinciple.

;pdate the incident ticket with information on what actions have been takenso far in providing onsite troubleshooting for that particular incident.

.0) #roubleshooting 1rocedure

"roubleshooting activity will be done to resolve the problem.

5ay involve multiple groups to investigate the root cause and identify anaction plan.

5ay involve many steps in order to get the incident closed within the S3.

.2) "ncident Resolved

+f the incident can be resolved, con#rm the resolution with the end user tosee whether the incident can be closed or not.

+f the incident could not be resolved, check whether parts andDor swap unitsis re:uired.

.3) Parts re4uired

+f con#rmed that the incident occurred due to faulty parts, parts andDorreplacement will be delivered to the end user.

.6) Parts delivery 1rocedure

Send the replacement unitDswap unit to the end user.

+nstallation of replacement unit may involve many parties.

;ser cceptance "est to be done after the installation of replacement

unit.

.:) &nsite Su11ort Re4uired

espatch engineer onsite to investigate and troubleshoot the problem.

5ay involve multiple support groups.

./) Resolved

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+f the incident can be resolved, con#rm the resolution with the end user

to see whether the incident can be closed or not.

+f the incident could not be resolved, identify whether 4hange, 8roblemor 9e:uest 5anagement process should be initiated.

.5) Com1leted

+ncident has been attended by engineer and has been resolved

.=) %ser Veri@cation

-elpdesk software sends an email to the end user re:uesting the user

to acknowledge the email if the incident is con#rmed resolved and canbe closed.

"he con#rmation can also be obtained from the end user over the phone bythe -elpdesk and update in the -elpdesk software

:,:, ReferencesReferences

:,.References

"he input for the development of this document is as follow7

+" +nfrastructure 3ibrary (+"+3) references

"9!W+=S +" 8rocess Baseline ssessment 9eport

"he output for the development of this document is as follow7

Standard %perating 8rocedure, Service esk 6unction

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/,/, &ther S&P; document; la7s and rules to consider&ther S&P; document; la7s and rules to consider

/,.&ther S&P; document; la7s and rules to consider

Standard %perating 8rocedure, 8roblem 5anagement

Standard %perating 8rocedure, +ncident 5anagement

Standard %perating 8rocedure, 4hange and 9e:uest 5anagement

5,5, "m1lementation Plan

=,.#raining > "m1lementation Plan

Eey users listed in 4hapter * needs to be briefed on the procedures.

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Documents

SOP - TWM - Service Desk Function_v1.1