Service Desk Knowledgebase: Remote Management: Difference between revisions

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[[Category:Service Desk Knowledgebase]][[Category:Service Desk Knowledgebase: Template]]
[[Category:Service Desk Knowledgebase]][[Category:Service Desk Knowledgebase: Template]]
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This is the Remote management content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.  
This is the Remote management content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.  


If CL staff need to '''''tell the Service Desk team''''' about problems with this service please email '''[mailto:sys-admin-aside@cl.cam.ac.uk  sys-admin-aside@cl.cam.ac.uk]'''.
If CL staff need to '''''tell the Service Desk team''''' about problems with this service please email<br /> '''[mailto:sys-admin-aside@cl.cam.ac.uk  sys-admin-aside@cl.cam.ac.uk]'''.


Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']]  
Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']]  


==Key Service Description & URLs==
==Key Service Description & URLs==
* [http://www.cam.ac.uk/cs/ ???] - ''A description of the service''
* [http://www.cl.cam.ac.uk/local/sys/access/ Access to Computer Lab Systems]
* http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/RemoteManagement
* http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/RemoteManagement - ''CL Sys-Admin Documentation''
* [http://news.uis.cam.ac.uk/articles/cindex UIS News - All current articles]
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''')


==CL Customer Documentation==
==CL Customer Documentation==
* [http://www.cam.ac.uk/cs/ ???]
* [http://www.cam.ac.uk/cs/ ???]


==CL TechLink Documentation==
==Further CL Sys-Admin Documentation==
* N/A
* ???


==Underpinning Services==
==Underpinning Services==
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==SLA==
==SLA==
* [http://www.cam.ac.uk/cs/ ???] - ''Timeframes or service level agreement for fulfilling the service''
* [N/A


==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==

Revision as of 17:44, 20 November 2014


This is the Remote management content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

CL Customer Documentation

Further CL Sys-Admin Documentation

  • ???

Underpinning Services

  • ??? - Any supporting or underpinning services

Customer-base for this Service

  • All staff and students of the Computer Laboratory

Costs

  • Free to all current staff and students of the Computer Laboratory

SLA

  • [N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

  • RT tickets can be escalated to the ??? by changing the Queue to "UCS ???" with the Owner set to Nobody. Tell the requestor:
    I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.
  • RT tickets can be escalated to the ??? by changing the Owner to ???". Tell the requestor:
    I am passing this request over to ??? who, I'm sure, will be in contact shortly.
  • RT tickets can be escalated by emailing ???@cl.cam.ac.uk and setting the Status to @3rdparty. Tell the requestor:
    I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.

Contacts

Primary

Other

Availability

  • Monday:
  • Tuesday:
  • Wednesday:
  • Thursday:
  • Friday:
  • Saturday: Closed
  • Sunday: Closed

Additional CL Staff Resources

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • RemoteManagement IPMI BMC
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