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Proactive – SLR 6 hour schedule activities for managed email services

Stop light report is posted and reviews any open tickets for aging , severity understanding and begins his analysis. He joins the team and the technical lead to discuss what is happening and any concerns popping up.

Scheduled services monitor engineer takes hand-off of current possible issues, current issues and any major severity. Begins his health checks and develops report.

Tasking for SR. team members for leadership in resolution and any escalations or changes required 3 weeks ahead.Change management planning

meeting prep arranged and discussed for approval with Customer governance change board.

Task and change plan assignmet documented.

1 2 3

5

7

4Team review of the feedback is given and plans developed with assigned tasks for follow-up a mid day system and ticket health check.

6

SDM conducts daily meeting to review issues and change logs. Once completed SDM provides daily morning report for stakeholders and shares with teams.

8

Team Lead conducts a morning update meeting with customer team. Providing the findings, aging escalations, hardware or threat escalations. Receiving feedback and developing a plan from This briefing Communication is posted in a shared location for anyone to review.

Steve logs a ticket that his phone is not working properly with details of his extension

Helpdesk refers to SOP and does first level troubleshooting

Voice Admin picks ticket and refers to Asset DB to get details about the Cluster the IP phone is configured on

Offshore team Pages the Onsite Voice administrator

Service Desk

On troubleshooting Voice Admin finds out that the IP Phone is not responding and requires a hard reset

Offshore Voice Team

Onsite Voice Administrator observes the Phone for sometime and then after confirmation from Steve resolves the ticket, informs the offshore team and updates the KEDB

The stakeholders involve Service Desk & Voice teams

Onsite Network Administrator visits Steve and hard resets the IP Phone using specific Key combinations

Automated email is sent to Steve about resolution of the Ticket along with a feedback form

Ticket created in central ITSM tool consoleWith user details

SOP Provided By Voice

Team

Unable to resolve, helpdesk escalates to Voice Admin through ITSM tool

Steve – End user at Houston

11:00 AM

11:05 AM 11:20 AM

11:30 AM11:40 AM

12:00 PM

Use Case – IP Phone not working at Houston

2

Richard logs a ticket that his phone is not showing any line numbers

Helpdesk refers to SOP and does first level troubleshooting

Offshore Voice Team passes on the Switch and Port details to the MNS team to confirm the port VLAN configuration

Service Desk

Offshore Team Contacts the Local IT Support/Dispatch team to confirm the IP Phone to PoE switch cabling

Offshore Voice Team

Offshore Voice Team observes the Phone for sometime and then after confirmation from Richard resolves the ticket and updates the KEDB

The stakeholders involve Service Desk, Voice team, Local IT Support and MNS Teams

Automated email is sent to Richard about resolution of the Ticket along with a feedback form

Ticket created in central ITSM tool consoleWith user details SOP

Provided By Voice

Team

Unable to resolve, helpdesk escalates to Voice Admin through ITSM tool

Richard – End user at Oklahoma

MNS team corrects the port VLAN config and confirms the Voice teamMNS Team

Local IT Support/Dispatch

09:00 AM 09:05 AM

09:20 AM

09:30 AM

09:40AM

09:50AM

10:00 AM

Use Case – IP Phone not working at Remote Location

3

4

Use Case - Failed switch/router at an unmanned office. The failed network device must be replaced and configured.

Alert generated

Automatic Ticket generation on Remedy Tool

Network Monitoring Team

NODE DOWN Alert generated

Alert captured by BEM/ITOPS Tool

Alert Monitored by the Monitoring Team

Incident resolved, Asset Updated, Ticket

documentation Completed

Ticket C

losed

L2/L3 Onsite Engineer raised RMA and ask DSS Engineer to ship the device to OEM

HCL-MRO L2/L3 Team

L1 team escalates the issue to L2/L3 Team

The L1 Monitoring able to reach the WAN edge router and. Unable to reach the LAN switch via pings/telnet.

The L1 Monitoring team tries to access the LAN switch using Out Band access but fails.