Attch 17 ITFO SOP QuickRef Guide.pdf

For Official Use Only (FOUO) Page 1 of 2

Is the request NEW?

Are multiple tickets required?

Is the requestor making an inquiry regarding the status of an existing Service Desk ticket?

Is this an existing ticket that requires an update?

Is this an existing ticket that should be closed?

Is this an existing ticket that should be reopened?

ITFO receives a Tier II Remedy ticket via BMC Remedy for a service request

Respond to the Service Desk ticket immediately (all tickets must be responded to within 3 hours)

NOTE: Provide frequent updates to the requestor (end user) on the status of all Service Desk tickets received via Remedy

Purpose: This Quick Reference Guide provides ITFO personnel with a snapshot of the process required to resolve Tier II Service Desk tickets.

NOTE: All IT Service Desk tickets in the Remedy queue must be monitored continuously

Based on the requestor information, and the type of ticket being handled, determine the following:

a b d c e f

IT FIELD OPERATIONS

STANDARD OPERATING PROCEDURE (SOP)

QUICK REFERENCE GUIDE

Attachment 18

For Official Use Only (FOUO) Page 2 of 2

Troubleshooting Steps

Describe the steps taken to resolve the issue

Next recommended action

Determine if the issue (identified in the Service Desk ticket) was resolved

NOTE: If the ticket was resolved, close the ticket and select or add the applicable resolution information, to include: Resolution Category, Resolution Type, Resolution Item, Resolution Code, Resolution Notes

Is this an existing ticket that should be reopened?

NOTE: If the ticket was not resolved, assign the ticket to the proper group and check the Point of Contact (POC) list to see if the technical support should be notified

Record the following information in the Remedy ticket: 4 a b d c e

NOTE: Always, provide the Requestor with a status for resolution and follow-up until the ticket is closed

Attachment 18