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network.ppt

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network.ppt
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,,,,,,,,Phone call (or in person),,,E-mail,,,Web request,,,Can solve directly?,,,Create open ticket,,,Create Completed ticket,,,Assign ticket,,,,,,,,,,,,,,,,,Analizea and address problem,,,,,Solve?,,,Evaluates Problem,,,Complete ticket,,,Record stored in database,,,Record stored in database,,,,,,,,,Resolves Problem?,,,Implement splution,,,,,,,Records satisfaction results for follo-up,,,Resolved?,,,Responds w/i 3days,,,Close ticket,,,,,,,,,,,,,Automated reqest to confirm resolution (& satisfaction suvery),,,,,,,,,,,Advise Customer,,,Initiaate external service request,,,BPA in place?,,,,,,,Detemine action/work required,,,Service or replace as agreed,,,,,Acquisitions process,,,IT Service Center WN addesses,,,Management decision Inform customer,,,In-house solution?,,,Washington product,,,,,,,,,,,,,Resolves problems?,,,,,,,,,,,,,,Vendor,,ISC Supervisor,,Technician,,Automated System,,Helpdesk Tech,,Customer,Yes,Yes,Yes,Yes,Yes,Yes,Yes,Yes,Yes,No,No,No,No,No,No,No,No,,,No,,Information Systems Help Desk,Original: http://en.wikipedia.org/wiki/File:(1)_2008-04-07_Information_Management-_Help_Desk.jpg,Examples -Information Systems Help Desk-,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,Europa,,IP 192.168.1.20,,OS Windows XP,,VMWare Guest,,,,,,,,,,,Venus,,IP 192.168.1.11,,OS CentOS 5,,,ON,,,,,,,,,,,Earth,,IP 192.168.1.12,,OS CentOS 5,,,ON,,,,,,,,,,,Mars,,IP 192.168.1.13,,OS Windows SV,,,ON,,,,,,,,,,,Jupiter,,IP 192.168.1.14,,OS Windows SV,,,OFF,,,,,,,,,,,Saturn,,IP 192.168.1.15,,OS Windows SV,,,OFF,,,,,,,,,,,Sun,,IP 192.168.1.18,,OS Debian 5,,,ON,,,,,,,,,,,Neptune,,IP 192.168.1.17,,OS CentOS 5,,,ON,,,mint2,,,mint1,,,dns,,,Hudson Master,,,Hudson Slave,DMZ,,,,,,,,,,,,,,,,,,,,,,Ganymede,,IP 192.168.1.21,,OS Ubuntu 8.04,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,Io,,IP 192.168.1.19,,OS CentOS 5.3,,,www,,,music,,,HTTPD DNS DHCP LDAP SMB,,,squeeze center,,,,,,,,,,,,,,,,,,,,,,,,,,wlap2,,IP 192.168.1.200,,SSID mintssid1,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,
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