More about Comarch ICT: http://www.comarch.com/trade-and-services/our-solutions/comarch-ict/

1. 2-nd and 3-rd line support
on-site
support
HOW TO WORK WITH THE COMARCH SERVICE DESK
ICT
Our knowledge database
has been updated. Fixing
the problem should stop
such incident reappear in
future
PROBLEM MANAGEMENT
Systemic issues that require
coordianated response
INCIDENTMANAGEMENT
Isolated occurrences that are
addressed with point solutions
ERROR
OK
Network
does not work!
The ticket has been
registered and assigned
to our engineer Password has
been changed
Software has
been installed
Release
Management
Change
Management
Configuration
Management
Software Development
Life CycleProcess
INCIDENT
PROBLEM
CHANGE
RELEASE
CONFIGURATION
Incident and Problem Management are the
two most visible IS Department functions
Accepting notifications
Registration. Identification and
prioritization of issue
The initial diagnosis of the reported
incidents
Escalation processes
1
2
3
4
1
How do you initiate help request?
Notify Service Desk
via one of these four
methods & indicate
urgency
SLA agreement
3
4
Within 8 business
hours (or faster based
on priority) a service
desk technician
will contact you to
begin resolution
You will be notified
via phone for urgent
requests
Self-service
Portal
Monitoring
systems
Phone Email
To: servicedesk@comarch.pl
Re: Urgent hardware issue
I am unable to connect to server
and have a project due in 1 hour
2 Describe problem
Service desk operations
other processes