Service Desk 2017

We aim to establish a contract with a single supplier of 1st line Service Desk function as part of the Operations Centre, for a maximum term of up to 4 years. The Service Desk (SD) provides a 24x7x365 service as the first point of contact for all new incidents. The

The Service Desk’s responsibilities are to:
- Manage telephone calls from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, peer NOCs, field engineers, etc.;
- Manage emails from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, peer NOCs, field engineers, etc.;
- Create and distribute email distributed tickets for incidents displayed by the GÉANT Network Management
Systems and progress/update or escalate these accordingly to resolution.
- Carry out basic fault isolation of certain incidents as prescribed by work procedures and raise tickets with appropriate users and resolver groups;
- Monitor ticket/incident progress and update tickets according to contracted SLAs: SLAs between GEANT and the SD provider will exist as well as GEANT’s publicised GOC response SLAs and incident resolution SLAs.
- Provide updates as appropriate to users (normally by email from the ticket system);
- Carry out various ad-hoc tasks such as arranging access with site providers for engineers and managing equipment delivery arrangements with sites;
- Conduct quarterly service reviews;
- Provide monthly reports based on information from the GEANT Ticket System and the supplier’s own systems as appropriate and in line with GEANT requirements. Typically, the supplier will be required to provide telephony statistics as per this document.

The Operations Centre generates approximately 1350 tickets per quarter of which approximately 20% are generated outside of core office hours (0700-2100 Monday – Friday CET or CEST). Currently an NMS incident will result in a partially created ticket in the GEANT Trouble Ticket System (TTS). The SD is responsible for completing various ticket details and distributing the notification via the TTS. The working language of the 1st line Service Desk must be English.

Service Level Guarantees (SLGs) are set against ticket response times. Typically these are 15 minutes for the completion and distribution of a ticket resulting from an NMS flagged incident, 15 minutes to respond to a user’s email with a template response and 90 minutes to react to a notification of maintenance. These are set out later in this document.

All tools required by the SD are provided by GEANT. The tool set is 100% portable and comprises of:
- Web based portals for
a. Network management system (NMS)
b. Trouble Ticket System (TTS)
c. Inventory Database
d. Looking Glass system
e. Optical Network Management Portal
f. Supplier Portals
- Client based Graphical Network Visualisation tool. The client is provided.
- Process documentation, to be kept on the SD provider’s document management system under agreed change control procedures.