Problem Management

by Posted in 1. IT Service Mgt (服務管理), 1.2 IT Operation (運作管理) Tagged

1           Scope

Problem Management describes all of the actions of the Problem Manager of the ICT-department of Company and of all operations and proceedings arising from these activities and all of the persons he has assigned to perform in relation to these actions in order to prevent downtime of services in the IT-infrastructure of Company Headquarters.

This procedure is valid for the whole Company ICT organization and applies from the moment of the analyzing Incidents until the moment the Problem is closed. Read More

IT HELPDESK PROCEDURE

by Posted in 1. IT Service Mgt (服務管理), 1.2 IT Operation (運作管理) Tagged , ,

1.        Purpose

Company, like many other companies nowadays, depend to a great extent on information technology in conducting its daily operations. Users are expected to interact with increasingly complex information systems and applications, requiring not only more intensive training, but also more efficient and effective support from dedicated staff should problems arise. Company’s IT Helpdesk Procedure provides transparency in the processing of these IT related problems. From a user perspective, IT ensures that users will receive effective and professional support from IT staff. From the IT helpdesk perspective, this procedure provides a solid guideline for a professional approach to solving problems of users. Read More