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Technology and Information Services (TIS) Service Desk

The Technology and Information Services (TIS) Service Desk, is your first point of contact for reporting any IT issues or to ask questions or raise requests related to IT Services.

Our dedicated staff have a broad knowledge and in many cases can deal directly with your issue or request, frequently resolving things at the time of contact. When this is not possible they will assign through to a specialist team.

There is a 24hour phone Service, 01752 588588 or extension 88588. Staff can access a self-service portal https://itselfservice.plymouth.ac.uk where issues can be reported online, or requests relating to services can be raised. Progress of reported issues or requests can also be tracked here.

The service desk adheres to the Information Technology Infrastructure Library (ITIL) version 3 best practice framework.


Part of this framework uses certain terminologies that TIS uses on a day to day basis, please find definitions of these terminologies below:

Incident

An unplanned interruption to service, or an unexpected degradation in service. An example of an incident could be a computer not starting up correctly, or Microsoft word not loading up. Incidents are categorised and prioritised according to business impact, using such factors as numbers of people affected, system criticality and deadlines.

Service Request

A service request is defined as a customer sourced request for service. Service requests are of a high volume, and low risk. TIS predefine all service requests as to provide our customers with a ‘menu’ of requests to pick from; these defined requests are then delivered within a set timeframe.

Examples of service requests are:

· A request for a new PC.

· A request to move a computer.

· A request to access a shared area.

· A request for a new mobile phone.

Service Outage - Major Incident 

A Service Outage - Major incident is called internally within TIS whenever a critical system/service that has a large impact on the business, suffers significant degradation in service, or fails.

Major Incidents cause serious interruptions of business activities and are handled with greater urgency.

Major incidents are treated with the highest priority, when a major incident takes place teams within TIS get together to assess the situation and resolve as soon as possible. The end step of the Major incident process relates to how TIS can ensure that a repeat occurrence does not happen again.

Modified 16/01/2017
Author: Burrell, Dave