Page 54 - IT Service Catalog2017_Neat

Data Network

Service Code IT-NS001
Business Users All OETC users

Live
Status
Provisioning of connectivity of user machines to the OETC
Description network and configurations for connectivity and resolution of

day to day operational issues
 Network optimized for business needs
 High network availability to support business processes
Value Proposition driven by continuous monitoring.
 Expedited issue resolution

The recipients of the service are provided with the same
feature, which means all the recipients receive the same sort
Features
of connectivity service and the same level of support for the
service.
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: 023, TEL: 24626779.
D: Walk in to install the software.
Users are required to comply with end user security policies
Responsibilities
and acceptable usage policies
 Access provisioning and configuration through the
firewalls is performed within one working day.
 Support tickets are raised upon receiving calls at code:
015 and 80% tickets are responded to the same day.
Normal resolution time for problems is within one
Service Targets
working day.
 For any support of an incident, users should fill Incident
Form in the system or email to
IThelpdesk@omangrid.com

Prerequisites :

 Computer Hardware
Prerequisites  HR department approval for User Access (OETC Staff)
 Concerned department request for User Access
(Contractor)

The service is available 99.9% of time (not including
Availability
scheduled change/maintenance outages).

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