IT

IT Service Delivery for Catering AcademyDocument Classification - Internal

Welcome to the IT Service Desk The following slides have been designed to outline the services and service levels that are available to you moving forward. All information presented is in line with Servest Service Level Agreements (SLA’s).Document Classification - Internal

Contents • IT Service Catalogue • Service opening hours and how to contact IT • New equipment ordering and SLA’s • Mobile phone ordering and SLA’s • Mobilisation ordering and SLA’s • New starter processDocument Classification - Internal

Servest IT Service CatalogueDefinition: Click here to open the IT Services Catalogue• The IT Services Catalogue contains a written statement of the IT business services and default support levels for which the IT Department is responsible.The purpose of the Services Catalogue is to:• Provide a clear picture of all the business services for which IT is responsible and which are provided as part of the IT management charge.• Define a clear understanding of what employees can expect to receive from those IT services. The following assumptions have been made: • Major upgrades to any of the services detailed will be treated as projects outside the scope of this Catalogue. • All changes or amendments are outside the scope of the catalogue and will be communicated as part of the Statement of Work (SOW). • Services will be provided in adherence with IT departmental policies, processes and procedures.Document Classification - Internal

How to Contact SupportIT Service Desk open 8:00am to 6:00pm Monday to Friday: Click here to access IT Services on The Hive • Phone: 01284 770100 • Email: [email protected] of hours service for critical issues only: • Call: 01284 717277Mobile phone issues open 8:00am to 6:00pm Monday to Friday: • Call: 0330 3324488 • Email: [email protected] Classification - Internal

Ordering New Equipment • Centralised ordering process via the IT Service Desk • Shipping direct to site or collection if preferred • Predefined product list (as displayed in the IT Service Catalogue) • New equipment will be delivered with in 5 working days to site • 3 year next business day warranty • Computrace on all machines - this allows us to trace and lock devices to stay compliant with data protection legislationDocument Classification - Internal

Mobile Phones • National Contract with Onecom for all issues: 0330 332 4488 • Loss and damage warranty, if the phone is lost or not useable Onecom will deliver a replacement handset to a place of your choice next business day • Onecom have a dedicated team for Servest so you can contact them directly with any issue • New mobile phones are usually delivered next working day (stock dependant)Document Classification - Internal

Mobilisations Equipment for mobilisations will take 15 working days to be delivered, because all mobilisations sit out side the normal stocking agreement with our supplier and are built to order. All accounts will be created with in the agreed time frame, all email accounts and passwords can be sent out prior to the delivery of new equipment if needed.Document Classification - Internal

New Starters • Log all new positions with HR via the New Starters Portal. • http://newstarters.servest.co.uk/ • The completed form will be electronically submitted to HR for approval. • Following HR approval you will be asked via email to complete the second part of the new starter process. At this point you fill out what equipment is need for the role and what access should be granted. • Once you have completed the second part of the form it will automatically generate a new starter ticket for the IT Service Desk which is processed with in 24 hours.Document Classification - Internal

IT Service Desk open 8:00am to 6:00pm Monday to Friday: • Phone: 01284 770100 • Email: [email protected] Out of hours service for critical issues only: • Call: 01284 717277 Mobile phone issues open 8:00am to 6:00pm Monday to Friday: • Call: 0330 3324488 • Email: [email protected] Classification - Internal