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Documents

OPERATIONALIZING ITSM.

The role of the IT Service Management Office is presented with lessons learned regarding orchestration, ServiceNow, and ServiceNow Discovery.

12 50-244 Blank NORCON 08/2017 Add to My Library
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SERVICE REQUEST CATALOG.

This presentation includes topics of conversation regarding scope, service owners, request approvals, workflow, and user experience.

7 50-245 Blank NORCON 08/2017
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STORAGE ENGINEER.

Job description.

3 10-1068 Blank NORCON 07/2017 Add to My Library
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TRACKIT TEMPLATE.

An example of a TrackIt asset management worksheet.

1 20-246 Blank NORCON 07/2017 Add to My Library
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HELP DESK QUICK REFERENCE GUIDE.

This quick reference guide is prepared to highlight key processes and standards that the Help Desk follows to support the team.

3 20-244 Blank NORCON 07/2017 Add to My Library
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HELP DESK GUIDE.

The document begins with a review of Help Desk services, how to access them, and when they are available. The support process is then described. The section on Service Standards identifies the approach to prioritizing requests, the service standards IT strives to attain, and escalation procedures.

16 20-245 Blank NORCON 07/2017 Add to My Library
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IT PRIORITIZATION.

This document focuses on identification of expected response time, prioritization of incident or requests, and target completion times.

11 20-235 Blank NORCON 07/2017 Add to My Library
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NOREX QUICK POLL RESULTS - HELP DESK

Over 250 member organizations participated in our Help Desk Poll in March 2017. This poll includes in-house and outsourced tools and providers, cloud–based tools, staffing, hours of support and customer satisfaction survey.

17 NP2161 Blank Poll Result 04/2017 Add to My Library
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SUPPORT DESK ESCALATION PROCEDURE.

When issues being worked by the support desk teams fall outside of the scope of what a support desk can handle, an escalation is required.

4 20-148 Blank NORCON 04/2017 Add to My Library
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MEDIA HANDLING STANDARD.

This Standard protects physical Information System Media from unauthorized disclosure, modification, removal, or destruction.

2 20-149 Blank NORCON 04/2017 Add to My Library
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