Summary:
Section titled “Summary:”What to do when receiving an incident or service request for CHW.
Who is this KB written for?:
Section titled “Who is this KB written for?:”Service Desk.
When should this KB be referenced?:
Section titled “When should this KB be referenced?:”Ticket or alert created. CHW has their own internal IT support structure and procedures. cIT is here to support CHW’s IT Operations and provide CSOC
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Security related events or incidents will be worked and tracked through our normal procedures and ticketing system.
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BSN Phishing requests
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Incident Response actions: Client is using Adlumin and we have access to their environment to respond following our Incident Response procedures
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Alerts:
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Client POCs and vITM are on their alerts. Authorized POCs may request support or it will come from the vITM if required.
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Only the users below are authorized to submit tickets to be worked by cIT. All other operational based Requests, Break/Fix Incidents, please send an email from no-reply to the POCs below and close your ticket.
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Jay // 619-450-1111 // jringgold@chworks.org
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Greg - 626-822-0069 // gsegura@chworks.org
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Jessica - 619-779-0513 // jghandour@chworks.org
References
Section titled “References”- Service Delivery Roles and Responsibilities Matrix (RACI- Responsible, Accountable, Consulted, and Informed) - KB00059560