Service catalog

1.1 -User problems (smarview, epm, …)
Status:
Service type:
Description:
PROPOSITION
On request
Operationalize users regading use issues and provide necessary expertise to resolve anomaly / use issues in
Smartview and all EPM related solutions (resolution of isolated issues - not global issues)
Standard service:
This service includes:
- Request reception;
- Qualification of the issue with the impacted user;
- Proposition / explanation of the resolution;
For this analysis, Smarthys has diagrams to identify the origin of users anomalies quickly and also a
significant knowledge base that has been established by Smarthys according to its experience. Smarthys can
answer as well to product-related questions (in terms of administration or utilization) in order to inform
and/or reinforce users / administrators regarding the choices they make.
Cost of service: 1 working unit(s) by Problem
Service level:
(processing time)
White period
7h
Red period
4h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
EPM Users
Not applicable
Not applicable
Deliverables:
Not applicable
Request process:
Monitoring Indicators:
Ticket opening:
- Show the problem with screenshots
- Error message (if available)
Number of resolved problems
Number of problems in progress
Number of problems unresolved
Average time of treatment
Exclusions: