Page 46 - IT Service Catalog2017_Neat

 Document scanning through painless web module
(IXScan module).
 Ability to view related documents in a tree hierarchy
 Ability to add internal memo and circulate among
system users with attachments
 Display the full history for each document
 Document security handling with different level of
permissions.
 Reports on user actions, actions on documents and
tasks.
 Integration with Microsoft Outlook for email
management.
 Options to add reminders and follow ups
 Auto alerts, notifications and SMS’s.
 Admin Module with ability to the system
configurations without stopping users using the
system.

A: IT Helpdesk System: access to self-service portal and fill up
the form
B: E-mail: send an e-mail explaining the problem by
Ordering Procedures (ithelpdesk@omangrid.com) and it will be recorded in the
helpdesk system.
C: Phone: Contact IT Team at phone code: 016/012,
D: Direct Walk In.

Users are required to comply with end user security and
Responsibilities
acceptable use policies

 New user access to the service can be provisioned within
30 minutes.
 Resolution time for any support requests is within 30
Service Targets
minutes or More than 1 hours
 For any support of an incident, users should log an incident
using Microsoft System Center

 User Access
 Computer Hardware
Prerequisite

Service availability of 99.9% not including scheduled
Service Availability
change outages.

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