Service Desk Knowledgebase: Required Updates

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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 17:45 8/1/2015:

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?

Research students but not undergraduate. They all have to go via reception to actually book a room.

Costs: If so, is there a cost for students?

No. For outside meetings there are costs.

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?

No, they are available outside hours to those with keys to get in. The UIS have permits to get people into FW08?? - the AV room.

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

Contacts: Any?

Previously noted:

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