Ethiopian TVET-System

INFORMATION TECHNOLOGY
SUPPORT SERVICE
Level IV

LEARNING GUIDE # 1

Unit of Competence: Determine Maintenance Strategy

Module Title: Determine Maintenance Strategy
LG Code: ICT HNS4 04 1110
TLM Code: ICT ITHWIII TTLM 0511

LO 4: Define Client & Supplier Processes & Standards

 Ethiopian TVET-System

INFORMATION TECHNOLOGY
SUPPORT SERVICE
Level IV

Information Sheet # 1

Unit of Competence: Determine Maintenance Strategy

Module Title: Determine Maintenance Strategy
LG Code: ICT HNS4 04 1110
TLM Code: ICT ITHWIII TTLM 0511

LO 4: Define Client & Supplier Processes & Standards

4.1 Creating report procedures

Top management needs tools for monitoring Help Desk activity and results, especially when
their job requires assessing the need for additional Help Desk resources. A Help Desk should
include easy-to-understand, pre-formatted reports for common applications (for example, a
report that clearly lists all calls that were handled over a certain time period). It should also allow
users to configure their own reports for unique information demands that they're likely to face in
specific situations (for example, a report that lists all calls with the same resolution, for company
VIPs, or all calls that were not resolved within time limits set by the SLAs).
These reports equip management with the information they need to move service and support
from a reactive to a proactive role. Trend and cost analysis can also help streamline the Help
Desk operation. With a full range of standard and custom reports, management can achieve
significant ROI (Return On Investment).

4.2. Creating Escalation procedure

The Escalation process is based on the different Service Level Agreements, the ticket Priority
drives all escalations.
Notifications and Escalations are both directly related to the Response Time and Resolution
Time.

Steps:

1. Service Level Agreement

A Service Level Agreement (SLA) determines the time that a service request must be
acted upon and resolved.

2. Notification
The Notification alerts the appropriate VITA service group of the problem or request.
3. Escalation
The Escalation monitors the elapsed time and at set intervals sends e-mail messages
escalating the problem or request to the next level.
4. There are two types of Notifications and Escalations.
1. Response Time
2. Resolution Time
5. Response Time
The time between the ticket creation and the time that it takes the service rep to accept
the ticket.
Response time is based on priorities and SLA's.
6. Incident Response Time (SLA)

Priority--------Response--------Escalation-------------

Critical --------------15 min--------------------after 15 min every 20 min

High------------------15 min -------------------after 15 min every 20 min
Medium-------------30 min -------------------after 30 min every 30 min
Low------------------2 hrs----------------------after 2 hrs every 30 min

7. Critical Incident Response Time

An e-mail is immediately sent notifying the Service Group or Rep of the ticket.

If the ticket is not accepted in 15 minutes a second notification of escalation is sent to the
 next level.
The escalation notices will continue every 20 minutes until the ticket is accepted.

8. Service Request Response Time (SLA)

Priority--------Response--------Escalation-------------

Critical --------------16 hrs--------------------after 16 hrs every 20 min

High------------------24 hrs -------------------after 24 hrs every 20 min
Medium-------------36 hrs -------------------after 36 hrs every 20 min
Low------------------48 hrs--------------------after 48 hrs every 20 min

9. Service Request Response Time

An e-mail is immediately sent notifying the Service Group or Rep of the ticket.

If the ticket is not accepted in 16 hrs, a second notification of escalation is sent to the next
service level.
The escalation notices will continue every 20 minutes until the ticket is accepted.

10. Resolution Time

1. Resolution Time is the time it takes to solve an Incident or Service Request.

2. Resolution Time begins once the service rep has accepted the assignment.

3. Resolution Time is based on priorities and SLA's

11. New Service Request Resolution Time

Priority--------Response--------Escalation-------------
Critical --------------24 hrs--------------------after 24 hrs every 20 min
High------------------32 hrs -------------------after 32 hrs every 20 min
Medium-------------42 hrs -------------------after 42 hrs every 20 min
Low------------------64 hrs--------------------after 64 hrs every 20 min

12. New Service Request Resolution Time

Once a ticket is accepted the Resolution Time begins.
If a high priority ticket is not accepted in 32 hours a second notification of escalation is
sent.

13. Incident Resolution Time

 Priority--------Response--------Escalation-------------
Critical --------------4 hrs-------------------after 4 hrs every 20 min
High------------------8 hrs -------------------after 8 hrs every 20 min
Medium------------48 hrs ------------------after 48 hrs every 20 min
Low-----------------168 hrs-----------------after 168 hrs every 20 min

14. Service Problem Resolution Time

Once a ticket is accepted the Resolution Time begins.

If a high priority ticket is not resolved within 8 hours a second notification of escalation
is sent.

Set-up help-desk or other support function

To be perform practically