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

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Presentation on theme: "CBTS – Managed Services eNOC – ITIL Alignment Highlights Oct 1 st 2011 – Go Live."— Presentation transcript:

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


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