Purpose:
Section titled “Purpose:”To ensure on site has all required information prior to scheduling and scheduleing on site.
Scope:
Section titled “Scope:”Service Desk/ Onsite Tech/SD Leads
Responsibility:
Section titled “Responsibility:”Service Desk vITM
Completion Criteria:
Section titled “Completion Criteria:”Onsite is scheduled with all information needed
Records:
Section titled “Records:”Ticketing System
Steps:
Section titled “Steps:”Steps:
- Gather all the information required to complete the template below
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Ticket:
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Company and location:
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Confirm on sites are in contract (Account management can assist with this):
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POC for on site:
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Phone number:
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Scope of work:
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Urgency:
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Date/Time requested:
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Equipment needed:
- Paste all of this information into the piece of work in the ticketing system and tag the Service Desk Manager. If this is high priority, message the service desk manager directly as well.
- The Service Desk manager will then confirm the information and severity and schedule a resource to go on site.
- Make sure to contact company POC and end user to confirm onsite and scope of work
Process References:
Section titled “Process References:”- Create a relationship back to related process. Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.