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Escalated Support Mechanisms

Service Catalogue Category: IT Service Support

IT Service

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Keywords: CCS, 2nd line, 3rd line, on-site, Problem Management, Change Managment 

IT Service Division: All Divisions

Description

It is always our intention to resolve incident and requests on a first-time fix basis. Occasionally however, an IT problem or enquiry may require lengthier and more advanced troubleshooting to fulfil or resolve. This is turn may trigger different support mechanisms within IT Service.

Further Investigation: Where the Service Desk team is unable to resolve or answer your enquiry their and then, it may be escalated to the Client Computing Service Team and an IT Service Technician may contact you to arrange an on-site visit. This could then be further escalated to one of our specialist infrastructure engineers for support relating to advanced systems or the University network, depending on the nature of the issue.

Problem Management: Where particularly trying issues can’t be resolved straight away, and particularly if multiple instances of the same issue are reported by staff, this will trigger an IT Problem record being created. Problem records receive greater scrutiny from the IT Service Management group and more strategic approaches with greater resources can be applied to tackle them.

Change Management: If significant change is required to a system or service that we are responsible for, an IT Change Record will be created by the Division responsible. Change records are bought before the IT Change Advisory Board (CAB) which is held weekly so the implementation plan and risks behind a change can be discussed. The likely impact to University staff and students is noted and appropriate communications planned before a change request can be ratified.

Emergency Changes: If a severe problem is reported that requires immediate action, the emergency change process is triggered which acts as an accelerated version of the Change Management process, where high-level ratification of a change is obtained quickly for a quicker resolution. Emergency Changes are then discussed at the following weeks CAB.


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