1. CBTS – Managed Services eNOC – ITIL Alignment Highlights Oct 1 st 2011 – Go Live

2. 2 New Ticket Segmentation Types: Repair Request Change Request Information Request ITIL – New Ticket Submission Menu

3. 3 ITIL – Repair / Incidents – Severity Repair / Incident Severity Only Severity 1 – Critical Severity 2 – High Severity 3 – Low Severity 4 – Best Effort NOTE: Incident = Outage

4. 4 ITIL – Change – Priority Change - Priority Only Emergency – Critical Standard – High Normal – Low

5. 5 ITIL – Information Request Only Information Request - No Severity or Priority Please use this for all general information and billing queries

6. 6 ITIL – Datacenter & MAC - Menu Datacenter & Telephony MAC Datacenter and Telephony MAC moved under Change Request

7. 7 Contact Information