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ERCOT Service Desk Upgrade

ERCOT Service Desk Upgrade. May 2007. BMC Remedy Service Desk (PR60055). Scope: Implement 5 of 6 pillars of ITIL Service Support framework Service Desk Incident Management Problem Management Change Management Release Management

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ERCOT Service Desk Upgrade

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  1. ERCOT Service Desk Upgrade May 2007

  2. BMC Remedy Service Desk (PR60055) • Scope: • Implement 5 of 6 pillars of ITIL Service Support framework • Service Desk • Incident Management • Problem Management • Change Management • Release Management • Scope of this work stream does not include Configuration Management • New solution set for ERCOT Application Services, Help Desk, Release Management, IT Operations, Production Support • Define and implement process improvements based on software ability • Replaces the following ERCOT applications: • AIM Problem Management (Service Desk) • AIM Operations Change Control (OCC) • SIR Workbench • Incident Reporting

  3. Service Ticket Priority Definitions • There are five priorities for ERCOT Service Tickets • 1 – System Outage • The system is not currently functioning resulting in data not being processed and/or users not able to access the system. • 2 – System Performance Degradation • The system is currently functioning, however below normal levels of service even though users may still have limited access. • 3 – Individual User Issue • A user specific issues is being experienced. • 4 – Process/Procedure • A process or procedure needs attention. • 5 - Other

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