both change and incident handling Tickets can be opened as service request or real incident tickets. equal for both ticket types. There are no exceptions concerning public holidays. Service time DAM operations
organisational Agile Working Model Performing ticket duty services as and when required in-line with feature
and technical issues in the support ticketing system. Customer Service: Guide customers through troubleshooting
all GROUP markets, globally. Ticket and change request creation to service groups responsible to action
tickets (Incidents & Problems tickets) within defined SLAs (Service Level Agreements). User interface
closing Operational and Maintenance tickets within defined SLA's (Service Level Agreements). Responsible for