IT Service Catalogue

Service Desk

Parameter Description
Service Name Service Desk Service
Service Type Business
Service Category Infrastructure Service
Location Enterprise RIL
Business Unit Enterprise RIL
Service Status Production
Service Priority / Criticality Critical
Primary Supplier RIL IT Infra
Standard Business Service Description Tasks include:
  • Handling incidents and service requests, and providing an interface for other IT processes
  • Keeping a customer informed of progress and advising on workarounds
  • Deliver a robust, scalable and cost effective solutions to end-user
  • Support for desktop devices including PCs, laptops, printers and peripherals via a single point of contact
  • Support various types of implementations with different templates for user support
Optional Business Service Description NA
Availability Hours 24*7
Support Hours 24*7
Support Information Help with resolving problems and issues with this service can be obtained via:
Critical Period NA
Peak Period NA
SLTs Targets for this service are:
  • Provide 99.9% availability of Service
Maintenance Windows NA
Data Backup Policy NA
Data Retention Policy NA
Change Protocol Through CAB
Outage Protocol NA
Sign Up Information -
Signed SLA Document Link  
Service Price NA