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Service Desk Catalogue - Level 3

LO3SD - 01 Higher Levels of First Time Fix
Service Description	All documentation pertaining to customers is stored in the central management database (CMDB) within Service Manager. This documentation, along with the knowledge base, allows the service desk to offer higher percentage of first times fixes. Trouble shooting, technical scripting and knowledge base articles allow the service desk to commit to high levels of resolution at support desk level.
Deliverables	To achieve FTF percentage as agreed by SLA To hold customer documentation regarding infrastructure and equipment To create new knowledge base articles when incidents are resolved
Jade Responsibilities	To store all customer documentation regarding infrastructure To upload all customer documentation To create and update knowledge base articles when incidents are resolved To ensure cross training is delivered between Jade Service Desk/Technical Services to increase the knowledge base To ensure all Technical Services sector keep all training records/accreditations up to date
Customer Responsibilities	To provide any technical/infrastructure documentation to help Jade support customer
Delivered by	Jade Service Desk/Technical Services
Key Performance Indicators	Percentage of calls fixed first time as agreed by SLA

LO3SD - 02 Higher level of Technical Experience
Service Description	Dedicated team of technically experienced engineers provided to support customers technical infrastructures, peripherals and components. All Jade engineers have a standard set of skills to ensure flexibility in support customers examples: Health & Safety CSCS (Construction Skills Certification Scheme) IPAF Certification (High Level Access) RF & Ethernet Networking Competencies Mobile Device configuration, deployment and troubleshooting
Deliverables	To ensure all Jade Technical Services Engineers are trained/accredited to support customer To understand/document all customer requirements and hold key documents
Jade Responsibilities	Ensure the technical team is trained and component in relation to the customer specific requirements Where applicable Jade technical engineers hold accreditation relevant to customer requirements Document Service Delivery Requirements Document Service Support Requirements
Customer Responsibilities	Provide comprehensive technical requirements of business Provide any relevant infrastructure/support documentation
Delivered by	Technical Services
Key Performance Indicators	Customer review of Support/Delivery Jade documentation Formal Documentation to show required accreditations

LO3SD - 03 Root Cause Analysis
Service Description	Root cause analysis is carried out to minimise the adverse impact of incidents and problems of any business. This is carried out by: Telephone trouble shooting/fault finding Remote Technology Known Errors Knowledge Base Articles Fixing the root cause means that the business does not have numerous incidents and issues a result of one factor.
Deliverables	Jade to follow root cause analysis methodologies Jade to populate a known error database Jade to populate Knowledge base articles Jade to implement remote technologies to support customers all over the UK
Jade Responsibilities	Jade Service Desk to identify one or more incidents per customer business To escalate possible problems and known errors to Technical Services to investigate as well as customer to flag any potential issue(s) Log, record and incident management any problems To assign the technical resource needed to resolve the issue(s)
Customer Responsibilities	To report all known errors/faults to the Jade Service Desk To work with Jade Service Desk to allow them access to the correct information and sites (if applicable)
Delivered by	Technical Services
Key Performance Indicators	Number of problems logged Percentage of root causes found and resolved

LO3SD - 04 Version Control & Release Management
Service Description	All documentation that is provided as part of a solution, proposal, project or change to an existing customer estate will be documented with version controlled documents. Release management procedures
Deliverables
Jade Responsibilities
Customer Responsibilities
Delivered by
Key Performance Indicators

LO3SD - 05 Access To Knowledge Base Articles
Service Description	The Knowledge base is held within the CMDB (Central Management Database). The knowledge base holds key information regarding products, customers and known errors. Knowledge base articles are created by Technical resource and Jade Service Desk staff. The Knowledge base article has the following information: Known error Resolution/Fix details Any known workarounds Remote technology needed (if applicable)
Deliverables	Use full knowledge base database to resolve issues as when/they occur Access of known faults/errors can be shared with customers (if applicable)
Jade Responsibilities	To record all known errors within the CMDB To record all fixes and workarounds with the CMDB
Customer Responsibilities	To inform Jade of all known issues so that root cause analysis and knowledge base articles can be created
Delivered by	Jade Service Desk/Technical Services
Key Performance Indicators	Number of articles created customer Number of known errors created

LO3SD - 06 Tailored Reporting and Trend Analysis
Service Description	A customer can request specific reporting information based on the fields available in Service Manager. The fields can be configured to store customer requested information. The trend reports will be created and tracked over 13 month periods to show trends within information such as FTF percentage, types of faults, number of faults etc.
Deliverables	Jade Service Desk manager and account manager to work with the customer to understand reporting requirements To deliver No of reports requested by per agreed SLA
Jade Responsibilities	To create trend reports, generic and adhoc reports on customers request per SLA To ensure that the data is correct before sending to the customer and any obvious issues, trends or service improvements are recommended and communicated to customer
Customer Responsibilities	To ensure that the data is correct and any issues are communicated back to the Service Desk Manager and/or Account Manager
Delivered by	Jade Service Desk Manager
Key Performance Indicators	Number of reports delivered within Agreed SLA

LO3SD - 07 Tailored Purchase of Engineering Technical Fix Hours
Service Description	Technical Hours can be purchased based on the customer requirements per month, quarter or year(s). This support can be used for: Preventative maintenance Technical innovation and assistance Upgrades of software and hardware Contracts with no maintenance support
Deliverables	Jade to commit resource for x amount of hours/days as agreed by customer Jade to record, monitor and report on numbers of hours/days used Jade to assign the correct skills and experience to each of the customer requirements
Jade Responsibilities	To have available resource when the customer request is made To have the correct skills and experience in place to commit to customer To have the documentation in place about customer
Customer Responsibilities	To give Jade enough time to organise the correct resource as agreed per agreed SLA
Delivered by	Jade Service Desk
Key Performance Indicators	Number of days/hours

LO3SD - 08 Annual Preventative Maintenance
Service Description	Jade provide annual preventative maintenance on the following: Printers RF Networks Computer Equipment This is carried out as part of a contractual agreement with the customer or adhoc when there is a business requirement. Health checks can be both visual and physical checking of the infrastructure to ensure that equipment is working and safe
Deliverables	To carry out health checks on infrastructure To carry out visual and physical checks on equipment and infrastructure To make recommendations of any improvements, faults or risks with the customers equipment and/or infrastructure.
Jade Responsibilities	To write a report with the findings of the health check Liaise with third parties if equipment needs to be replaced i.e. raise break fix calls
Customer Responsibilities	To ensure that all suggestions and recommendations from Jade are read and/or followed up To pay for any replaceable equipment and/or infrastructure that is not part of the contract or maintenance agreement
Delivered by	Technical Services
Key Performance Indicators	Number of checks carried out in a period of time Number of issues found Number of issues resolved

LO3SD - 09 24/7/365 Availability
Service Description	Jade have the facility and resource in place to provide customers with a 24/7/365 service. Normal working hours are provided by Jade Service Desk from 08.30-17.00. The following are available as requested by customer: Telephone support 24hours Email service 24 hours Telephone/email support 24 hours
Deliverables	To provide requested Telephone support for agreed SLA To provide requested Email support for agreed SLA To provide requested Telephone/email support x hours
Jade Responsibilities	To understand customer requirements and put in place the correct levels of support and delivery Ensure that all the correct documentation is in place for customer to support calls and emails out of normal service hours
Customer Responsibilities	To provide list of contacts names and numbers of who should be contacted when calls are raised out of hours To provide escalation information if a call needs to be logged with third party To provide list of possible calls to be logged Provide a list of names and types of people calling i.e. end users/managers etc
Delivered by	Jade Service Desk/Technical Services
Key Performance Indicators	Number of calls taken out of hours Number of calls resolved out of hours