Page 55 - IT Service Catalog2017_Neat

Internet Services

Service Code IT-NS002
Business Users All OETC users

Live
Status
The service provides users with access to the internet through
Description
the OETC gateway
Value Proposition : Through this service the users can

• Access to the World Wide Web
Value Proposition • Access to the Mail system
• Have increased productivity through ready access to
media rich information

The recipients of the service are provided with the same
features, which mean 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: 026, TEL: 22309004.
D: Walk in to install the software.
Users are required to comply with end user security policies
Responsibilities
and acceptable usage policies.
 Access to the internet service is provided normally within
one hour.
 Support tickets are raised upon receiving calls at code:
015and 80% tickets are responded to the same day.
Service Targets
Normal resolution time for problems is within one
working day.
 For any support of an incident, users should create
Incident and email to IThelpdesk@omangrid.com
Prerequisites :

 OETC desktops/laptops
 Phones (OSI, Android, & Microsoft)
 Tablets (OSI, Android, & Microsoft)
Prerequisites
 Internet Browser (IE, Firefox, Chrome, etc..)
 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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