| Owner | ITS Projects & Application Support Team | |||
| Revised Date | 10-20-2010 | |||
| Status | Current | |||
What is the service?
An ITS Staff Member is assigned to each primary Department/Division to coordinate routine reviews of ITS Service Delivery and to facilitate escalation of issues within ITS when necessary.
What is included?
- Regularly scheduled ITS Service Coordinator meetings with Department/Division representatives and ITS Management to discuss ITS Service Delivery performance, trends and future needs.- Escalation of priority ITS services which exceed standard service levels or have failed to be addressed to the customers satisfaction.
- Provide informatoin on ITS services and assistance on understanding how to best utilize the services to meet the customers business needs.
What are the optional services?
none
Who can use the service?
Department Directors, Department ITS Liasons What is the level of service provided?
ITS Service Coordinators are typically available between 9AM until 4PM, Monday through Friday.What does it cost and how do we pay?
ITS Employees track the time spent in support of IT Service Coordination. The annual amount of effort is used to estimtae the cost of support in subsequent years. This estimated cost becomes an element of the Department specific costs which are then budgeted to the appropriate City Fund (Enterprise, General, etc).How do I get this service?
- For issue escalation, Contact the ITS Help Desk at x1234 or via email at ITSHelpDesk@CityofLS.net.
- IT Service Coordinator meetings are scheduled on a recurring basis for each Department. These meetings are typically held 2-4 times each year. Contact your assigned IT Service Coordinator to request a change to your meeting schedule.
What else do I need to know and what should I expect?
Help Desk support issues should not be forwarded to ITS Service Coordinators unless a systemic issue has occured. To seek emergency support or resolution to an urgent issue, please contact the ITS Help Desk.What can I do to help?
- Identify an ITS Liason and ensure employees are aware that they serve as a key point of contact for ITS Services.
- Include key managment personnel in the ITS Service Coordinator meetings.
- Provide input to ITS on the quality, timeliness, effectiveness, etc of services being provided as part of the ITS Service Coordinator meeting.
- Review Service Coordinator meeting minutes and action items after each meeting and update as appropraite.