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CBTS – Managed Services eNOC – ITIL Alignment Highlights Oct 1 st 2011 – Go Live

CBTS – Managed Services eNOC – ITIL Alignment Highlights Oct 1 st 2011 – Go Live. ITIL – New Ticket Submission Menu. New Ticket Segmentation Types: Repair Request Change Request Information Request. ITIL – Repair / Incidents – Severity. Repair / Incident Severity Only

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CBTS – Managed Services eNOC – ITIL Alignment Highlights Oct 1 st 2011 – Go Live

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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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