1. 29th January 2014

2. Agenda
 Service Desk Huddles not Cuddles
 Priority Setting
 High Priority Incidents
 Service Requests and Incidents
 Duty Desk
 Breached Calls
 Current Calls List
 The Voice
 Anything Else

3. Huddles
 Monday Morning Meetings – 15 minutes
 What’s happening
 What’s Good
 What’s Bad
 Anything to think about

4. Priority Setting
 One person in CSC cannot get into ActiveH
 The Homebuy team have no network connection
 Garden Court telephones are not able to receive
external calls.
 All Orbit users cannot login to their PCs or Laptops

5. Major Incident Process
 What currently happens?
 What should happen?

6. Major Incident Process
Log the Master and
create a new heatboard
issue (Global)
Alert technical resource,
assign the call and alert
via email
Monitor the master call
and obtain an update
every 30 Minutes
Update the Master call
Log, link and close
further calls (inform
customer call is being
linked )
Alert Julie/Jason:Tickertape / news / SMS
/ Phones
Update Tweet / Skype
Julie / Jason check call
for update every 30
minutes and
communicate as
necessary
Tweet / Skype

7. Service Requests / Incidents
 Service Request – A request from a User for information, or advice, or
for a Standard Change or for Access to an IT Service.
I would like to have, I need to have, I haven’t already got it.
 Incident - An unplanned interruption to an IT Service or a reduction in the
Quality of an IT Service. Failure of a Configuration Item that has not yet
impacted Service is also an Incident.
it’s broken, I’ve already got it / use it but it won’t work.

8. Which is Which?
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Auditors AD account set up
How do I access cittrix from home
I need access to Afzal’s mailbox
How do I get voicemail
I can’t access voicemail.
I need a new laptop
My iPad won’t open outlook
Need to find a report on ActiveH
I’m locked out of my laptop
I need a printer pin number
My printer pin number won’t work
ActiveH is running slow

9. Duty Desk
From Next Monday
1st 8am shift covers ATG from 8 until 4
10am shift covers ATG from 4 until 6

10. Call List Review
 Breaches
 Call List

11. The Voice