HOW TO WORK WITH THE COMARCH SERVICE DESK The ticket has been registered and assigned to our engineer
How do you initiate help request? Self-service Monitoring Portal systems
Phone
To: servicedesk@comarch.pl Re: Urgent hardware issue I am unable to connect to server and have a project due in 1 hour
Incident and Problem Management are the two most visible IS Department functions
Password has been changed
Software has been installed
INCIDENT PROBLEM
1 Notify Service Desk via one of these four methods & indicate urgency
CHANGE RELEASE CONFIGURATION
2 Describe problem
Software Development Life CycleProcess
SLA agreement other processes
4 You will be notified via phone for urgent requests
nd
d3
-rd
Change Management
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up
INCIDENT MANAGEMENT
Isolated occurrences that are addressed with point solutions
Release Management
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3 Within 8 business hours (or faster based on priority) a service desk technician will contact you to begin resolution
2-
Configuration Management
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rt
PROBLEM MANAGEMENT OK
Systemic issues that require coordianated response
Our knowledge database has been updated. Fixing the problem should stop such incident reappear in future
Service desk operations 1
Accepting notifications
2
Registration. Identification and prioritization of issue
3
The initial diagnosis of the reported incidents
4
Escalation processes
ERROR
Network does not work!
ICT