handling
Tickets can be opened as service request or real incident tickets. The solution time
time is equal for both ticket types. There are no exceptions concerning public holidays.
Service time
time DAM operations concerning ticket handling:
· Critical/High/medium/low: 7*24
Solution time
time DAM operations concerning incident ticket handling:
· Critical: 1 Std.
· High: 4 Std.
ticket handling:
· Critical: 1 Std.
· High:
lives safe and successful Following up on incident tickets to make long term improvement Actively making suggestions suggestions to reduce the number of problem tickets Proactive improvements in daily IT operations Qu
management)
o Resolve incident tickets
o Analyse and resolve problem tickets
· Experience with VIP
healthcare crusader!
Here is your golden ticket:
escalated service desk tickets and IT support service providers, ensuring that the ticket is kept updated at stakeholder is kept informed of the status of their ticket. Documentation and knowledge transfer of all work
BMW IT documentation, e.g. Operations Manuals) · Ticket creation and resolving requests for incident management and ITIL support processes at Enterprise level · Ticket creation, co-ordination and communication with
documentation, e.g. Operations Manuals)
· Ticket creation and resolving requests for incident management
ITIL support processes at Enterprise level
· Ticket creation, co-ordination and communication with
Infrastructure and standards. Support, procedures and ticket management improvements. System changes, audits
g., user authorisation, firewalls), Prioritise tickets that need to be settled, Installations, upgrades