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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 Desk
Function
Service Desk Function Release 1 1
st
October 2 014
Release and Revision Record
"he following information is being used to control and track modi#cations made to
the document.
Revision Date Section(
s)
Versio
n
Page
Number(
s)
Summary of Changes(s)
$
S"
%ctober &'$( )ll $ * +nitial ,raft
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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 4hong
Service ,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.......................................................................0
0, 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 Process
Diagram9999999999999999999999999999999,..
6,6 Service Des8 Process
Details99999999999999999999999999999999 .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, <ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.:
5,. <ey %sers....................................................................................... $:
=, #raining > "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.:
=,. #raining > "m1lementation Plan..................................................$:
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"#S! OF !AB"E
N& #A$! &F F"'%R!S !N#R"!S F&%ND,
"#S! OF F#$%RE
6igure $7 +nterfacing 8rocess 6low between +ncident 5anagement, 8roblem
5anagement, 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, Princi1les Princi1les
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, Res1onsibilities Res1onsibilities
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, minimi.ing 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,
minimi.ing the impact to any services.
3, 3, Re4uirements Re4uirements
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<by<
step solutions for their problem, and also to manage the status of all
the tickets
,edicated space, with appropriate e:uipment < computers, tables,
chairs, power and phones
6, 6, Procedure Procedure
"his chapter would described how incident management, problem
management, and change and re:uest management interacts with each
other. "his would follow by the description of the Service ,esk contacts, and
the operation hours of Service ,esk.
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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<mail for Service ,esk are as follow7
"elephone7 '@<01/&A(/' (hunting line)
!mail7 supportBsynergycentric.com.my
6,2&1eration -our
"he Service ,esk operating hours are as follows7
&( hours by 0 days (&(x0)
6,3 Service Des8 Process Diagram
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6,6 Service Des8 Process Details
.) Raise "ncident
$) !nd user contacts -elpdesk > via phone or email < to raise an incident
"he %perations team can also raise an incident for issues encountered during
operations activity.

0) %ser Veri@cation
-elpdesk would gather end user basic information (location, email address,
contact no, etc.)

2) "n Sco1eA
-elpdesk would determine whether the incident raised by end user is within
the services scope.
+f the end user is entitled for support, the -elpdesk will proceed to create a
ticket for the end user.
+f not entitle, the incident is reected.

3) ReBect 7ith reason
+f the incident is out of scope, -elpdesk will explain the reection of the
incident.
-elpdesk would advise for options (if any)

6) Create #ic8et
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Cather information > based on input re:uirement of the -elpdesk software <
from the end user in order to create a ticket.
)ssign appropriate classi#cation to the ticket based on categori.ation and
problem type.
)ssign appropriate priority to the ticket based on the Service 3evel
)greement (S3)).
:) $asic Diagnose
8rovide initial > over the phone > support to the end user, based on
troubleshooting scripts.
/) "ncident ResolvedA
+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, escalate the incident to +" %peration
team 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 taken
so 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 an
action plan
5ay involve many steps in order to get the incident closed within the S3).
.C) "ncident ResolvedA
+f the incident can be resolved, con#rmation of the resolution from the end
user is imperative to identify closure of the incident.
+f the incident could not be resolved, escalate the @
rd
level support group.
..) !scalation to 2
rd
1arty
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+f @
rd
party support is re:uired, proceed by escalating to respective
vendorDprinciple.
;pdate the incident ticket with information on what actions have been taken
so 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 an
action plan.
5ay involve many steps in order to get the incident closed within the S3).
.2) "ncident ResolvedA
+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, check whether parts andDor swap units
is re:uired.
.3) Parts re4uiredA
+f con#rmed that the incident occurred due to faulty parts, parts andDor
replacement 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 Re4uiredA
,espatch engineer onsite to investigate and troubleshoot the problem.
5ay involve multiple support groups.
./) ResolvedA
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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, 8roblem
or 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 can
be closed.
"he con#rmation can also be obtained from the end user over the phone by
the -elpdesk and update in the -elpdesk software

:, :, References References
:,.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, <ey %sers <ey %sers
5,.<ey %sers
Synergycentric Service ,esk
Synergycentric +ncident 5anagement "eam
Synergycentric 8roblem 5anagement "eam
Synergycentric 4hange and 9e:uest 5anagement "eam
Synergycentric +" %perations "eam
=, =, #raining > "m1lementation Plan #raining > "m1lementation Plan
=,.#raining > "m1lementation Plan
Eey users listed in 4hapter * needs to be briefed on the procedures.
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