Page 34 - IT Service Catalog2017_Neat

Printer & Photocopier

Service Code IT- EUC010

Business Users
All OETC users
Status
Live
The service provisions for a printing and photocopier facility
for OETC users. The users are provided access to black &
Description white and colored printing and multi-function printing
devices (based on requirements and approvals). IT also
provisions for printer cartridges and toners and for
maintenance and support of the printing machines.
 The service enables users to send print requests to the
print server
 Users can print in black & white and color mode
 Increased physical security of information through
password protection on the printer queue (supporting
devices)
Value Proposition
 Pool of printing machines to provide redundancy and
availability of service
 Access to multi-function printing machines to allow for
services like copy, fax, scan and email.
 Any problems/issues in printing can be raised to IT

Features Access to the network printers available at the location
A: IT Helpdesk System: access to self-service portal and fill
up the form
B: E-mail: send a request by e-mail: (ithelpdesk@omangrid.com)
Ordering Procedures
and it will be recorded in the helpdesk system.
C: Phone: Contact IT Team at phone code: 026, TEL: 22309004.
D: Walk in and fix the problem.
Responsibilities Comply with end user policies and acceptable usage policy
 Printing services are restored by immediately redirecting
the jobs to another machine.
 Individual printers for managers and above can be
provided within five working days.
Service Targets
 Support tickets are raised upon receiving calls at 026 and
80% tickets are responded to the same day.
 For any support of an incident, users should log an incident
using Microsoft System Center
 User Access
Prerequisites
 Computer Hardware
Service Availability The service is available 99.9% of time (not including
scheduled change/maintenance outages).

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