ERCOT Service Desk Upgrade May 2007

BMC Remedy Service Desk (PR60055) Scope: –Implement 5 of 6 pillars of ITIL Service Support framework Service Desk Incident Management Problem Management Change Management Release Management Scope of this work stream does not include Configuration Management –New solution set for ERCOT Application Services, Help Desk, Release Management, IT Operations, Production Support –Define and implement process improvements based on software ability –Replaces the following ERCOT applications: AIM Problem Management (Service Desk) AIM Operations Change Control (OCC) SIR Workbench Incident Reporting

Service Ticket Priority Definitions There are five priorities for ERCOT Service Tickets –1 – System Outage The system is not currently functioning resulting in data not being processed and/or users not able to access the system. –2 – System Performance Degradation The system is currently functioning, however below normal levels of service even though users may still have limited access. –3 – Individual User Issue A user specific issues is being experienced. –4 – Process/Procedure A process or procedure needs attention. –5 - Other