Deliver Standard Services, Delivery Resource(s)

Description

Standard Services are delivered to a defined standard service specification.   These services have complete descriptions of the work, acceptance criteria, defined lead and delivery times, costs and effort required.

 

Each Standard Service is completed using the steps below and delivered according to a specific Service Procedure.

Once assigned to an individual, the work proceed as follows:

 

Setup work

  • Identify any resources as required
  • Schedule the time for carrying out the work
  • Order any parts, materials, or services
  • Book any venues (ie conference rooms, etc)

Perform the work

  • Track progress and communicate with customer
  • Do the work as specified
  • Update all documentation as specified in Service Procedure

Obtain acceptance from the requestor

  • Get sign-off of completion of the Service  from the Requestor
  • Record completion of the service including any requestor feedback

Audit Criteria

  • Work scheduled within lead times in Service Level Agreement
  • Work delivered according to the applicable service procedures
  • Acceptance or confirmation received from the requestor
  • Documentation complete

Document Templates

  • Template Links
  •  

Forms

Process Details

  • Standard Service List pre-defined (see next page for initial list)
  • Example – flow of work – most and least common (from catalogue to completion)
  • OCatalogue – services and how to use them (from a customer perspective)
  • Standard Service Procedures

References

Service Management

  • ITIL 3
  •  

Additional Details

Initial Standard Service List

Install / Replace a PC

Startup and Install

Establish Partitions

Install Antivirus

Tune operating system

Setup Remote Support software

Install PCAnywhere Host (preferred).

Install / upgrade a Software Package

Install / upgrade a software package

Verify operational

Install / replace Hardware

Install or replace a hardware interface (Memory, Disk, Monitor, Network Adapter, Hub, Printers, etc)

Backup System Partition to Drive Image File

Backup a partition using Drive Image to Hard Disk, Tape and / or CD-Rom.

Restore a Partition from Tape or CDRom

Restore a partition from Drive Image to Hard Disk.

Restore Data or Files

Restore data from backups (drive image)

Remove Virus

Remove a virus from a system

Recover data from failed hard drive

Recover files from a failed hard drive (depends upon the type of failure and the state of current backups).