TICKETING SYSTEM MANAGEMENT Sample Clauses

TICKETING SYSTEM MANAGEMENT. Upon logging a ticket in Service (Ticketing) Systems the data linked to a user is automatically shown. This means that the geographical location, user's direct manager, user's contact details and configuration items such as PC and Monitor, Printers and Servers in use can be linked to the user. The search engine also provides the possibility to search by either User ID, user name or Workstation name. In populating information automatically, Service Systems provide the history of the user including old tickets and current tickets which are in the process of being resolved as well as information about the Hardware being used by the end user. Service Systems preserve all information regarding a ticket including the source, Incident or request details as well as the resolution. Closed tickets serve as a knowledge base or repository of past problems and resolutions and are used to increase the resolution rate of the support personnel at the 1st Tier support, particularly for cases that are linked specifically to the Customer's IT Environment. Through the use of Service Desk, HP-OMS is able to track tickets, manage Incidents, manage and report Service level achievement. Service Systems also enable HP- OMS to produce reports and information necessary to track performance against these Service levels. As an ongoing improvement function, HP-OMS will continually analyze the reports to understand trends and whether any changes should be recommended to optimize service delivery and improve End-User productivity. Web version of the tool allows the Service provider to commence working toward the resolution of an Incident in 'real time' without having to once again ask the end-user to repeat their question or Incident. Service desk network traffic works over http protocol and will have minimal impact to network infrastructure. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Statement of Work (SOW) SUPPORTED LANGUAGES: Official supported language by HP-OMS will be English including phone support. In some of Customer's sites, HP-OMS will provide a Ticketing System with end users' User Interface (UI) in the following languages: o English o French o German o Japanese (Kangi) In case that the number of employees in the region using Mandarin language will reach or exceed 7% of the total number of end-users, HP-OMS will provide a user interface for the web ticketing system in Mandarin language. The system will display th...
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Related to TICKETING SYSTEM MANAGEMENT

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  • Change Management BNY Mellon shall require that changes to its network or software used to provide the services are tested and applied pursuant to a documented change management process.

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  • Infrastructure (a) The Borrower has and will maintain a sufficient infrastructure to conduct its business as presently conducted and as contemplated to be conducted following its execution of this Agreement.

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  • Internet Services Transfer Agent shall make available to Fund and Shareholders, through its web sites, including but not limited to xxx.xxxxxxxxxxxxx.xxx (collectively, “Web Site”), online access to certain Account and Shareholder information and certain transaction capabilities (“Internet Services”), subject to Transfer Agent’s security procedures and the terms and conditions set forth herein and on the Web Site. Transfer Agent provides Internet Services “as is,” on an “as available” basis, and hereby specifically disclaims any and all representations or warranties, express or implied, regarding such Internet Services, including any implied warranty of merchantability or fitness for a particular purpose and implied warranties arising from course of dealing or course of performance. Transfer Agent shall at all times use reasonable care in performing Internet Services under this Agreement.

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