ITS Responsibilities
IT Services have a responsibility to ensure that:
- Print Managers are available to their defined SLA's
- Each printer is correctly configured and utilises a clearly defined and supportable configuration
- Timely resolutions to standard requests are maintained
- Timely resolutions to logged incidents are maintained
- Suitable, accurate support documentation is made available to our customers
- Any required software clients are kept up to date and made available to our customers in an easily accessible manner
- Conduct regular Service Review meetings
- Publish regular Metrics and SLA's on a monthly basis
- Publish a list of supported service requests
- Maintain a support contract with external 3'rd parties as required
- Conduct regular remote monitoring of the service availability and performance to reduce any possible service degradation and outages