29th January 2014

Agenda Service Desk Huddles not Cuddles

Priority Setting

High Priority Incidents

Service Requests and Incidents

Duty Desk

Breached Calls

Current Calls List

The Voice

Anything Else

Huddles

Monday Morning Meetings – 15 minutes

What’s happening

What’s Good

What’s Bad

Anything to think about

Priority Setting

One person in CSC cannot get into ActiveH

The Homebuy team have no network connection

Garden Court telephones are not able to receive external calls.

All Orbit users cannot login to their PCs or Laptops

Major Incident Process

What currently happens?

What should happen?

Major Incident Process

Log the Master and create a new heatboard

issue (Global)

Alert technical resource, assign the call and alert

via email

Monitor the master call and obtain an update

every 30 MinutesUpdate the Master call Update Tweet / Skype

Log, link and close further calls (inform

customer call is being linked )

Alert Julie/Jason:-Tickertape / news / SMS

/ Phones

Julie / Jason check call for update every 30

minutes and communicate as

necessary

Tweet / Skype

Service Requests / Incidents

Service Request – A request from a User for information, or advice, or

for a Standard Change or for Access to an IT Service.

I would like to have, I need to have, I haven’t already got it.

Incident - An unplanned interruption to an IT Service or a reduction in the

Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident.

it’s broken, I’ve already got it / use it but it won’t work.

Which is Which? Auditors AD account set up How do I access cittrix from home I need access to Afzal’s mailbox How do I get voicemail I can’t access voicemail. I need a new laptop My iPad won’t open outlook Need to find a report on ActiveH I’m locked out of my laptop I need a printer pin number My printer pin number won’t work ActiveH is running slow

Duty DeskFrom Next Monday

1st 8am shift covers ATG from 8 until 4

10am shift covers ATG from 4 until 6

Call List Review Breaches

Call List

The Voice