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Phone call (or in person)

Examples -Information Systems Help Desk-. Information Systems Help Desk. Resolved?. Responds w/i 3days. Phone call (or in person). E-mail. Web request. No. Yes. Customer. Yes. No. Can solve directly?. Create open ticket. No. Helpdesk Tech. Records satisfaction results for follo-up.

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Phone call (or in person)

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  1. Examples -Information Systems Help Desk- Information Systems Help Desk Resolved? Responds w/i 3days Phone call (or in person) E-mail Web request No Yes Customer Yes No Can solve directly? Create open ticket No Helpdesk Tech Records satisfaction results for follo-up Assign ticket Close ticket Yes Create Completed ticket Automated reqest to confirm resolution (& satisfaction suvery) Record stored in database Record stored in database Automated System Yes Solve? Analizea and address problem Resolves Problem? Complete ticket Yes Implement splution Technician No No Detemine action/work required BPA in place? Evaluates Problem In-house solution? No Yes Management decision Inform customer ISC Supervisor Yes No Initiaate external service request Advise Customer Washington product No Yes No Acquisitions process IT Service Center WN addesses Service or replace as agreed Resolves problems? Yes Vendor Original: http://en.wikipedia.org/wiki/File:(1)_2008-04-07_Information_Management-_Help_Desk.jpg

  2. Examples -Network diagram- nyc.exmaple.com network diagram 192.168.1.0/24 VMWare Guest Hudson Slave mint1 OFF ON ON ON OFF OFF Mercury Venus Earth Mars Jupiter Saturn IP 192.168.1.10 IP 192.168.1.11 IP 192.168.1.12 IP 192.168.1.13 IP 192.168.1.14 IP 192.168.1.15 OS CentOS 3 OS CentOS 5 OS CentOS 5 OS Windows SV OS Windows SV OS Windows SV mint2 OFF ON ON mint DB Hudson Master Uranus Neptune Sun IP 192.168.1.16 IP 192.168.1.17 IP 192.168.1.18 OS CentOS 5 OS CentOS 5 OS Debian 5 VMWare bridge DMZ public 192.168.254.0/24 dns ldap www music HTTPD DNS DHCP LDAP SMB squeeze center Io Europa Ganymede wlap2 public IP 192.168.1.19 IP 192.168.1.20 IP 192.168.1.21 IP 192.168.1.200 IP 192.168.254.1 IP 192.168.254.2 OS CentOS 5.3 OS Windows XP OS Ubuntu 8.04 SSID mintssid1 IP 192.168.1.254 SSID mintssid2 island1 island2 router IP 192.168.1.1 island2 WAN 123.123.123.1 meeting space sv.exmaple.com mx2700 192.168.1.0/24 VPN IP 192.168.1.201

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