Kim Irvine

IT SERVICES GUIDE IT INFORMATION TECHNOLOGY MANAGEMENT Page 1 of 6 LOGO South Africa Section: IT Information Written By: Original Issue Date: Kim Irvine OVERVIEW 1.1 IT DEPARTMENT COMMITMENT 01 30/11/2011 x Approved: 1. 0 Revision: 1 IT SERVICES GUIDE Subject: 00 IT Director 1.1.1 is committed to giving systems and software support to the end user to keep the employees working productively, solve support problems before they become disasters and keep the company systems updated! 1.1.2 In order to achieve this all employees must log ALL calls to the IT Landesk helpdesk system as listed below: (a) (b) Internet Web Browser (i) https:/// (ii) All employees with a Network / Email account has access to the Web based helpdesk application (iii) The following link provides an Video Link - introduction to this service Email (i) Send an email to : helpdesk@ (ii) Include a descriptive Subject pertaining to the problem (iii) Ensure that you DO NOT CC in or add any other user address to the email. Controlled Version on Computer Network - This document is only VALID if the revision is the same as that of the electronically available document. LOGO South Africa 1.2 IT INFORMATION TECHNOLOGY MANAGEMENT Page 2 of 6 00 0 01 Revision: 1 HELPDESK CALL PRIORITY RATINGS: 1.2.1 1.3 IT SERVICES GUIDE Call are prioritized as to their urgency: (a) Priority One – Complete systems down, Server problems, router problems or company software related problem that affects the business (b) Priority Two – Desktops / Laptops and devices that have become un-useable and are business critical. Password and user account lockouts. (c) Priority Three – All other general / day to day support calls. CALL SLA’S 1.3.1 Depending on the amount of calls and time taken per call IT tries to clear each call within 48 hours unless the call falls in the Priority One category, this should be resolved within a couple of hours. 1.3.2 Any calls not logged on the helpdesk are treated with a low importance, and will be attended to once ALL LOGGED helpdesk calls have been cleared up. The only exception being if the site is completely down and unreachable in which case it would have been flagged a priority one! Controlled Version on Computer Network - This document is only VALID if the revision is the same as that of the electronically available document. LOGO South Africa 1.4 IT SERVICES GUIDE IT INFORMATION TECHNOLOGY MANAGEMENT Page 3 of 6 00 0 01 Revision: 1 GUIDE TO AND RULES FOR CONTACTING THIRD PARTY SUPPORT/SUPPLIER 1.4.1 Third Party Support / Supplier: Company(s) or individual appointed, outsourced or commissioned by to supply the company with any Information communications related systems support, consultancy, maintenance, supply and is not directly employed by but is paid by / contracted to as a supplier is regarded as a Third Party Support / Supplier. 1.4.2 By NO MEANS and under any circumstances should an end user contact an external consultancy, supplier, maintenance company (thus a Third party) with regards to any systems related issues without prior consent or authorisation either from local or central IT. ALL support issues MUST ALWAYS first be logged or discussed with the IT department / IT Management before the involvement of a third party. 1.4.3 Only in cases where an engineer has to be called in to evaluate, collect or install a system is the end user’s participation required by the third party! 1.4.4 In systems CRITICAL situations whereby IT support CANNOT for whatever reason, be reached the end user should first log a helpdesk call as usual, filled in with all necessary details and subject line, included in the details should be that the Third Party Support / Supplier was contacted and some details as to the consultation so that IT can evaluate the situation and any costs that may or do occur. 1.4.5 As with any other support issues calls that are intended for a Third Party Support / Supplier must be logged with the helpdesk for IT to first evaluate if it is absolutely necessary to escalate the call to the external party. Controlled Version on Computer Network - This document is only VALID if the revision is the same as that of the electronically available document. LOGO South Africa 2. IT SERVICES GUIDE IT INFORMATION TECHNOLOGY MANAGEMENT Page 4 of 6 00 0 01 Revision: 1 WHEN SHOULD A CALL BE LOGGED AND IS A FORM REQUIRED? 2.1.1 Account Lockouts: Should a user be completely locked out, require a password reset this must be sent through a helpdesk request either by a supervisor or manager. This is done for risk and security measures and a form must be filled in and signed off! IT will send the - Request for Change of Password / User Access Denied / Locked Out form to be completed (Please NOTE that this includes Syspro and any other software that requires a password but does NOT include Partner Portals) and sent back to IT for action within the IT standard designated SLA. 2.1.2 New User Accounts: Any employee either existing or newly employed by the company that did not previously have access to any of the companies IT systems is considered a NEW USER! Should an employee require access to the IT systems it is the responsibility of their manager / supervisor to log a helpdesk request advising IT of what access will be required for the respective employee. IT will send the following forms (depending on the requested access) to the manager / supervisor to be completed and sent back to IT for action within the IT standard designated SLA. - Request for Syspro Access - Request for Internet Access - Request for Equipment - Request for Email - Request for Network Login Access - Request for Shared Data Access - Request for Software - Request for Fax2email or Scan Access 2.1.3 User Status to be Amended / Deleted: Any employee that has a name change, change of circumstance that affects any software authorisation access, shared data access or equipment access or is no longer in the employ of the company must be logged as a helpdesk request by the employees manager / supervisor as a request for change and IT will send the required forms (same as above in point 1.4.2) to the employees manager / supervisor to be completed and sent back to IT for action within the IT designated SLA. 2.1.4 Equipment Failure / Errors: Any IT data/telecoms related errors / failures. A helpdesk request with as much information as possible about the problem. Please include any screenshots that may have been able to have been captured. Any errors the system may have been reported. Noises the equipment may have made or lack thereof. There are NO forms to be filled in for these types of calls so please try and include as much details as possible and fill in the subject line of the call. This all helps IT to better prioritize your call properly and attend to it as effectively and efficiently as possible! Controlled Version on Computer Network - This document is only VALID if the revision is the same as that of the electronically available document. LOGO South Africa IT SERVICES GUIDE IT INFORMATION TECHNOLOGY MANAGEMENT Page 5 of 6 00 0 01 Revision: 1 2.1.1 New Equipment Required: Any new equipment required for any reason, including production equipment, must be logged with IT through a helpdesk call. Other than various production equipment; IT must first approve and or source and authorize both the purchase and use of any equipment that is to be, in anyway, used to attach and or up/down load information on the Network (in this case production equipment is included). Examples of this is include but are not limited to camera’s, flash / external hard drives/disks, CD’s, printers, fax’s, etc. Please ALWAYS check with your IT department, manager or supervisor before purchasing or even bringing onto site any such equipment (this is covered in the IT Acceptable Usage Policy). IT will send the following form to the requester of the helpdesk call to be filled in and signed off by the employees, supervisor/manager and then returned to IT for action within the designated IT SLA. - Request for Equipment PLEASE NOTE THAT ALL EQUIPMENT PURCHASES ARE SUBJECT TO APPROVAL FROM THE FINANCIAL AND OR GENERAL MANAGER AND OR IT MANAGER/DIRECTOR.. 2.1.2 New Software Required: Any new software/software license required for any reason, including production, and Syspro must be logged with IT through a helpdesk call. Other than various production software; IT must first approve and or source and authorize both the purchase and use of any software that is to be, in anyway, used to attach and or up/down load information on the , be loaded on any Systems or Devices (in this case production software is included). Examples of this is include but are not limited to camera software, flash / external hard drives/disks, CD’s, printers, fax’s, mobile phones, etc. Please ALWAYS check with your IT department, manager or supervisor before purchasing, installing or even bringing onto site any such software/drivers (this is covered in the IT Acceptable Usage Policy). IT will send the following form to the requester of the helpdesk call to be filled in and signed off by the employees, supervisor/manager and then returned to IT for action within the designated IT SLA. - Request for Software PLEASE NOTE THAT ALL SOFTWARE (INCLUDING LICENSES) PURCHASES ARE SUBJECT TO APPROVAL FROM THE FINANCIAL AND OR GENERAL MANAGER AND OR IT MANAGER/DIRECTOR. 2.1.3 Software Errors/ Failures / Licensing issues: Any IT software or software related (including but not limited to, files and or reports, etc. created within that software) errors / failures. A helpdesk request with as much information as possible about the problem. Please include any screenshots that may have been able to have been captured. Any errors the system may have reported. Any equipment freeze, reboot or other systems failure/error the software or software related problem may or may not have caused. There are NO forms to be filled in for these types of calls so please try and include as much details as possible and fill in the subject line of the call! This all helps IT to better prioritize your call properly and attend to it as effectively and efficiently as possible! Controlled Version on Computer Network - This document is only VALID if the revision is the same as that of the electronically available document. LOGO South Africa IT SERVICES GUIDE IT INFORMATION TECHNOLOGY MANAGEMENT Page 6 of 6 00 0 01 Revision: 1 3. Rev. No: Rev. Date 1 30/11/2011 Description of change Original document Controlled Version on Computer Network - This document is only VALID if the revision is the same as that of the electronically available document.