Summary:
Section titled “Summary:”This standard is necessary so all departments understand how to route requests to access equipment that is out of reach of a basic step stool. Requests that involve heights/ladders/etc.
Assumptions, Risks, or Dependencies:
Section titled “Assumptions, Risks, or Dependencies:”Assumptions:
Section titled “Assumptions:”N/A
Risks:
Section titled “Risks:”Injury
Dependencies:
Section titled “Dependencies:”The Service Desk Manager must be notified when these types of requests come in.
Requirements:
Section titled “Requirements:”Step stool, ladder, safety protocol/training/certification.
Standard:
Section titled “Standard:”When a request comes into the Service Desk that involves needing or the use of a ladder (not a basic step stool) to complete the request please loop in the Service Desk Manager immediately. The Service Desk Manager will review the request and determine how to best proceed. The Service Desk Manager has the following options available to complete the request.
- The Service Desk Manager may determine that the request can be completed by the Service Desk with a step stool and will proceed with having the request scheduled within the Service Desk.
- The Service Desk Manager may determine that the request requires a ladder and will loop in the vITM and route the request to the Project Team to be completed by a Project Field resource who has undergone the proper safety training/certifications.
- The Service Desk Manager will also make the determination if the request should be completed as a normal request ticket or if the work is time consuming and more involved than should be handled by the client’s manageIT service allocation. If the Service Desk Manager determines the work is more time consuming and involved than should be handled by the manageIT service allocation hours, the Service Desk Manager will make the request to the vITM and Project Team that the request be handled as a time and material project.
- The Service Desk Manager may still enroll the assistance of the Project Team/Project Field engineer to complete the request if a ladder is necessary but the request will still be treated as a normal service request against client’s manageIT service allocation. In this case the Project Field Technician will put Remote Support - Business Hours time on the ticket.
External References:
Section titled “External References:”- EXTERNAL only – i.e., industry best practices, CIS18, this is not for cIT internal references
Definitions:
Section titled “Definitions:”Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.