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ITIL Alignment for Managed Services Launch | CBTS eNOC Highlights

Discover the integration of ITIL practices on Oct. 1, 2011. New ticket submission menu and segmentation types for Repair, Change, and Information requests. Enhanced Incident Severity levels, Change Request priorities, and Information Request processes for Datacenter & MAC operations. For further details, please contact your CBTS Account Manager.

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ITIL Alignment for Managed Services Launch | CBTS eNOC Highlights

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  1. CBTS – Managed ServiceseNOC – ITIL Alignment HighlightsOct 1st 2011 – Go Live

  2. ITIL – New Ticket Submission Menu • New Ticket Segmentation Types: • Repair Request • Change Request • Information Request

  3. ITIL – Repair / Incidents – Severity • Repair / Incident Severity Only • Severity 1 – Critical • Severity 2 – High • Severity 3 – Low • Severity 4 – Best Effort • NOTE: Incident = Outage

  4. ITIL – Change – Priority • Change - Priority Only • Emergency – Critical • Standard – High • Normal – Low

  5. ITIL – Information Request Only • Information Request - No Severity or Priority • Please use this for all general information and billing queries

  6. ITIL – Datacenter & MAC - Menu • Datacenter & Telephony MAC • Datacenter and Telephony MAC moved under “Change Request”

  7. Contact Information Thank you…. Please contact your CBTS Account Manager

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