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Service Desk Catalogue - Level 2

LO2SD-01 Asset Log by Location
Service Description	The service management tool's Configuration Management Database (CMDB) is populated with standard customer asset data which includes hardware, people and location CI's (configuration items). The defined configuration data will be uploaded to the CMDB by the Service Desk to an agreed schedule from data provided by the customer. All service calls are logged by Hardware asset and a location relating to the equipment.
Deliverables	A CMDB (Configuration Management Database) with agreed CI data The standard CI data recorded for this service is as follows:- List of all hardware equipment - serial numbers/asset numbers Customer records - contact name(s), numbers Location details - addresses, areas
Jade Responsibilities	Complete initial upload of flat-file data Validation of CI details when service calls made (name/numbers) Change/update when details change for customers
Customer Responsibilities	Provide flat-file CI information file according to the Jade format Supply updated quarterly changes, movements, additions or deletions
Delivered by	Jade Service Desk

LO2SD-02 Staging, Setting and Configuration Logging by Device
Service Description	Configuration settings of devices for individual customers are stored in the CMDB. Diagrams, configuration settings, 'how to' documents are all stored to help resolve issues first line, and assist technical engineers supporting customers out in the field.
Deliverables	To have all configuration settings documented To have all staging completed in agreed SLA (Service Level Agreed) timeframes To hold all documents relating to configuration, staging and/or settings in the Service Manager Tool.
Jade Responsibilities	Document all staging activity Document all configuration settings Build and store configuration files Setup and deployment of device (if applicable)
Customer Responsibilities	Complete configuration requirements document
Delivered by	Technical Services
Key Performance Indicators	Report on all (SLA's agreed) with customer for staging and deployment if applicable.

LO2SD-03 Web Based Requests and Tracking Supported
Service Description	A Web Secure service allowing customers to log and view their incidents registered with Jade. Note: Use of this facility should be used for low priority faults, change requests and requests for information. All high priority service calls should be logged directly with the Jade Service Desk analysts through the dedicated customer phone number. The Service Level Agreement will not start until a member of the Jade Service Desk team has identified the Web generated request on the work queue.
Deliverables	Provide Web Secure service for customer
Jade Responsibilities	Provide login account for customers with URL/password details Jade to test the link/facility before customer tests To provide 'how to' documentation for the customer to log/view incidents on the web Update any other internal documentation - Internal service desk description documents Communicate the functional standards and policies for this solution
Customer Responsibilities	Testing and Acceptance of delivered solution
Delivered by	Jade Service Desk Analysts
Key Performance Indicators	% availability of the Service within the agreed hours of the Service Level Agreement

LO2SD-04 RMA and Call Handling with Original Equipment Manufacturer
Service Description	RMA (Return Material Authorisation) RMA requests can be logged with Jade Service Desk, where all relevant forms will be completed for the customer. The Service Desk will then log the unique reference number and follow the service call through to resolution, with no SLA breach (service level agreement).
Deliverables	Have all RMA information regarding customer equipment Ensure that all third party supplier information is recorded in service management tool To create internal service description document to describe the processes between customer and third party
Jade Responsibilities	To log all service calls with third parties To monitor, track and escalate SLA/issues to customer To provide monthly or agreed period reporting
Customer Responsibilities	To provide scripted information (e.g. returns address, serial number of equipment, location affected)
Delivered by	Jade Service Desk
Key Performance Indicators	1hr response on all RMA's as agreed with customer 1 day response on all RMA's as agreed with customer 2 day response on all RMA's as agreed with customer

LO2SD-05 Service Level Agreement Reviews and Reporting
Service Description	Monthly/Quarterly service reviews will be held as agreed by the customer and Account Manager. The Service Review will have an agreed agenda with information regarding business updates, review of reporting and any other points agreed. Service improvement plans will be reviewed for any breached SLA (service level agreements) or any new technical innovation ideas
Deliverables	Monthly Agenda to be completed and sent to customer Monthly minutes produced and sent to customer and specific managers within Jade Assigned actions and tasks to be responded to before deadline date and completed by next review or as otherwise agreed by customer.
Jade Responsibilities	Agree a report format with customer Agree a agenda format with customer Complete all agreed decisions and actions decided in meetings Ensure third parties and customers complete their actions
Customer Responsibilities	Complete all
Delivered by	Jade Service Desk
Key Performance Indicators	Agreed Report format sent on by Agreed SLA Service Review Minutes to be sent and completed as per agreed SLA

LO2SD-06 Equipment End of Life Management and Planning
Service Description	Manufacturers have an obligation to support their devices for minimum of five years after a End Of Life (EOL) date is announced. Service bulletins and information are sent to the Service Desk Analyst to review and send to customers. The following information is stored within the service management tool: Product's EOL Date List of Customers with Product Type Support Date End by Third Party Maintenance start/end date All this information is sent to the customer when their product(s) is reaching the EOL or end of support date. A review is arranged on customer request with a Technical resource and/or Account Manager to review replacement products.
Deliverables	Send a document to customer with all information required
Jade Responsibilities	Notify customers of any products they have within their infrastructure that is reaching EOL Notify customers of support end dates for products, parts and consumables Notify customers of any potential challenges in achieving their contracted SLA i.e. lack of availability of parts Provide technical advice of new products and/or support after EOL
Customer Responsibilities	To respond to Jade Service Desk if they want to action anything i.e. replacement of product or look at any new products.
Delivered by	Jade Service Desk
Key Performance Indicators	To report all EOL products and support to customers as agreed per SLA

LO2S-07 Incident Management to Agreed Service Levels
Service Description	The incident management process is employed to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Jade's Service Desk Analysts manage all service calls ensuring that responses, updates and resolution times are all met at the agreed SLA.
Deliverables	Incidents details logged within the service management tool are prioritised and categorised All service calls are logged to agreed SLA and are tracked, monitored and reported on To incident manage all calls to ensure none breach SLA Skilled Service Desk Analysts are appointed as requested/required by customer Auto-generated mails sent to customer specified email address to inform them of when an incident is logged, updated and resolved
Jade Responsibilities	Project manage new contracts transitioned/implemented on the service desk Provide accommodation/telephony and IT equipment Resource staff on service desk Training/accreditation of service desk staff/technical resource as required Customer data to be imported into Service Manager Document procedures and store controlled document register Call routing scripts to be documented and followed
Customer Responsibilities	Provide data as per CMDB (configuration management database) Provide customer service desk description document with all missing processes - i.e. who will be logging the call
Delivered by	Jade Service Desk
Key Performance Indicators	% of calls answered within agreed SLA % of calls no answered within agreed SLA

LO2SD-08 Change Control Management and Advice
Service Description	Change Control Management can be logged within the service management tool. All changes are logged, tracked and assigned to the correct workgroups for sign off. Change Control Management is suitable for large or small projects to ensure that the correct level of sign off is completed at each phase/part of the project. Jade employs skilled project managers that deploy large, medium and small projects each of which can be logged and updated within the service management tool. Advice can be given in proposals, pre-sales and after sales. Jade Service Desk can monitor all workgroups to ensure that sign offs are completed and delays in projects can be easily identified and escalated where appropriate.
Deliverables	Follow change process ensuring that each defined workgroup is informed of updates and signs off each step of the process To create a change flow and follow procedures Identify change advisory board (CAB) members for projects, small, medium and large To notify customers when change groups are not progressing their parts of a change
Jade Responsibilities	Creating a change process flow with agreed customer processes Creating workgroups with the service management tool Update/chase support groups with assigned change teams
Customer Responsibilities	Creating a change process flow with agreed Jade processes Provides types of change they want minor, major etc. Project definitions for details on projects they want progressing
Delivered by	Jade Service Desk
Key Performance Indicators	Number of changes raised as agreed SLA Number of changes closed within agreed SLA Number of outstanding changes - any that have breached agreed SLA

LO2SD-09 Generic Reporting
Service Description	A standard reporting pack will be electronically delivered to customers per reporting period as agreed by their SLA Generic Reports include: Details on the number of service calls logged, resolved and unresolved at the end of reporting periods Analysis showing a breakdown of the number of incidents reported by service type i.e. change/hardware fault Resolution Analysis showing breakdown of fix (e.g. screen break/sound issues/touch screen issue) Resolution Analysis of all calls within or breaching SLA
Deliverables	Generic reporting pack to be created from service management tool and delivered electronically to customer per agreed SLA
Jade Responsibilities	Produce Monthly Reporting Pack Electronically deliver the Reporting Pack per agreed SLA
Customer Responsibilities	Provide recipient list to Jade Service Desk Manager
Delivered by	Jade Service Desk Manager
Key Performance Indicators	Agreed report is delivered by agreed SLA