Service Desk Knowledgebase: Required Updates: Difference between revisions
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This list is only to act as a reminder for administrative processes. | This list is only to act as a reminder for administrative processes. | ||
'''Noted ~:''' | |||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Lecture_Theatre_and_AV | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Lecture_Theatre_and_AV | ||
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Are meeting and teaching rooms only available 09:00-17:00 Moday to Friday? | Are meeting and teaching rooms only available 09:00-17:00 Moday to Friday? | ||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Management | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Management | ||
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I assume that should be 24x7 in theory? | I assume that should be 24x7 in theory? | ||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Building_Services | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Building_Services | ||
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Are the building services team normally available 09:00-17:00 Monday to Friday? | Are the building services team normally available 09:00-17:00 Monday to Friday? | ||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Licensed_Software | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Licensed_Software | ||
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Are you & Chris Hadley normally available 09:00-17:00 Monday to Friday? | Are you & Chris Hadley normally available 09:00-17:00 Monday to Friday? | ||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Condor | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Condor | ||
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How about the second-level support team? | How about the second-level support team? | ||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources | ||
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Presumably the IT infrastructure should be available 24x7? | Presumably the IT infrastructure should be available 24x7? | ||
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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Wireless_Network_Access | https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Wireless_Network_Access | ||
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Any contacts? | Any contacts? | ||
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'''Previously noted:''' | |||
* https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones#Service_Desk_Call_Handling_Procedure | * https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones#Service_Desk_Call_Handling_Procedure | ||
* https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access | * https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access | ||
* https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Service_Desk_Call_Handling_Procedure | * https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Service_Desk_Call_Handling_Procedure | ||
Revision as of 17:46, 8 January 2015
This is the CL Wiki Required Updates page of Service Desk Knowledgebase. The overall objective is to provide a catalogue of services which the CL provides to its users, and to provide focused information about them. The target audience is however the Service Desk team in order to help them handle incidents, problems and requests about CL services.
Return to the Service Desk Knowledgebase SERVICE PORTFOLIO
This list is only to act as a reminder for administrative processes.
Noted ~:
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Lecture_Theatre_and_AV
Underpinning Services: Networking & general Buidling Services?
Customer-base for this Service: Can students booking lecture theatres & meeting rooms?
Costs: If so, is there a cost for students?
Service Desk Call Handling Procedure: Looking at http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Av these all seem to be hands-on tasks. Would I therefore be correct it thinking that should have the following escalation route?:
- RT tickets can be escalated to the AV team by changing the Queue to av-admin with the Owner set to Nobody and the Status set to new. Tell the requestor:
I am passing this request over to the AV team who, I'm sure, will be in contact shortly.
Availability: Are meeting and teaching rooms only available 09:00-17:00 Moday to Friday?
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Management
Underpinning Services: ???
Is there any customer focused documentation on remote management? If not what's the real Customer-base for this Service/Cost
Service Desk Call Handling Procedure
How do we escalate tickets?
Contacts: Any contacts in case something serious & urgent comes up?
Availability: I assume that should be 24x7 in theory?
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Building_Services
Looking good!
Availability Are the building services team normally available 09:00-17:00 Monday to Friday?
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Licensed_Software
Looking good!
Am I correct in thinking that Latex just gets installed by default with a standard Linux image?
Availability Are you & Chris Hadley normally available 09:00-17:00 Monday to Friday?
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Condor
Underpinning Services: Network & at least some of the local pool of distributed machines?
Service Desk Call Handling Procedure What queue/team/people act as second-level support for Condor?
Contacts Got any names or contact points for them for something urgent or serious?
Availability Presumably the condor pool is available when not otherwise busy? How about the second-level support team?
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources
Underpinning Services: Do you call the system that causes the creation of a New Arrivals ticket the "Computer Lab Administration Databse"?
Contacts: Any?
Availability: Presumably the IT infrastructure should be available 24x7?
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Wireless_Network_Access
Any contacts?
Previously noted:
- https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones#Service_Desk_Call_Handling_Procedure
- https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access
- https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Service_Desk_Call_Handling_Procedure
