Service Desk Levels of Support

Level I

• Optional service (additional cost to customer)
• Calls received: from end user to service desk
• First call is to DISA CSD for resolution
• Open tickets

Level II

• Basic service (included within the rates)
• Extended to every workload we manage
• Calls received from component's service desk
• Service desk to service desk (e.g. LI-LII, LII-LII, LIII-LII)
• Customer end users call component’s service desk

Level III

• Optional service (additional cost to customer)
• Calls received from vendor/subject matter expert (SME) service desk to service desk
• Issues elevated to 3rd party (i.e. BOC, Oracle, McAFee, SUN, Microsoft)
• Possess intimate knowledge of a given business, such as:
• Logistics
• Accounting and finance
• Security
• Health care
• Software package or other subject matter
• Vendor support

SERVICE DESK SKILLSET

Tier I

• Customer Service Professional (CSP) Support
• Open tickets
• Collects customer contact and incident information
• Provides ticket number
• 5-10 minute First Call Resolution (FCR)
• Unable to resolve, assigns to Tier II
  
• Password resets
• Answers phones/emails 24x7
• Redirects misrouted calls
• Ensures consistent ticket updates
• Notifies OST Lead on critical/high visibility incidents
• Closes fixed tickets
• Proactive asset infrastructure monitoring

Tier II (optional)

• Application support
• Specific application support
• Load application release/patches
• Application management and modification
• Tech support
• DBA
• SA
• Operating environment

Tier III (optional - not routine)

• External support
• Vendor
• Developer for specific product/service

Basic Services (within the rates)

Level II

• Tier I CSP
• Security
• Core OS & ESM software maintenance
• Tier II system administration (SA) (if managing the servers)
• Mon-Fri (0800-1600)
• 2 hour call back for emergencies
• 1 x per month, scheduled maintenance window

PERFORMANCE STANDARDS

DISA CSD shall make a good faith effort to meet or exceed the following operational objectives. Circumstances beyond DISA CSD control (i.e. commercial power outages, natural disasters, inefficient application software releases, customer's local communications problems, etc.) are excluded. DISA CSD will take prompt corrective action when these objectives are not being met.