|
Service Name & Manager |
Service Level Agreement |
Service Component & Dependencies |
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24 x 7 1. Service Request & Incident Management 0900 to 1700 A single point of contact for end users who need assistance and support in IT incidents and services.
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1.1 Weekly 1.1.1 Weekly KPI for incomplete incident/request are not more than 35. 1.2 Monthly KPI 1.2.1 Monthly KPI for incomplete incident/request are not more than 35. 1.2.2 85% from total no. of incident/request is received/assigned within 2 working hours 1.2.3 85% from total no. of normal incident/request is resolved within 3 working days 1.3 Customer Satisfaction Survey 1.3.1 Excellent :70%, Fair : 25%, Poor : 5% |
PROCESS TOOLS INFORMATION/DOCUMENTATION SERVICE DEPENDENCIES |
|
10 x 5 2. Technical Preventive Maintenance 0900 to 1700Mon to Fri Perform or arrange preventive maintenance in order to maintain the equipment in good operating condition or avoid occurring of this defect or breakdown
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2.1 Computer 2.1.1 Perform 90% from total no. desktop for visited sites 2.1.2 Perform 50% from total no. laptop for visited sites 2.2 Network 2.2.1 Perform maintenance for all visited sites in 4.1 2.1.2 Perform line redundancy for all IPME sites |
PROCESS HARDWARE TOOLS INFORMATION / DOCUMENTATION OTHER SERVICE DEPENDENCIES |
 10 x 5
3. Computer & Peripheral Deployment 0900 to 1700Mon to Fri Perform or arrange new desktop and peripheral deployment based on request
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3.1 90% total no. of new / transfer desktop is deployed within 20 working days |
PROCESS HARDWARE - Procurement - Service Desk & Incident Management |
 24 x 7
4. Email 0900 to 1700Mon to Fri A platform for enabling user to send, receive and review email
|
4.1 99% uptime |
HARDWARE SOFTWARE / APPLICATION OTHER SERVICE DEPENDENCIES |
 10 x 5
5. Infrastructure 0900 to 1700Mon to Fri Apply business network connectivity such IPME, IPLite, IPValue, Wireless 3G and other with telco or infrastructure extension
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5.1 All applications (IPME, IPLite, Wireless 3G & SDWAN) are completed within 3 months after approval and subject to readiness of internal wiring.
|
PROCESS HARDWARE TOOLS DOCUMENTATION/ INFORMATION OTHER SERVICE DEPENDENCIES |
|
10 x 5
6. Cyber Security 0900 to 1700Mon to Fri Practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks  Muhd Firdaus Azmi |
6.1 Resolution of Alert & Incident |
PROCESS HARDWARE TOOLS DOCUMENTATION / INFORMATION SERVICE DEPENDENCIES
|
 10 x 5
7. Procurement 0900 to 1700Mon to Fri Acquiring all of the goods, services, and work that is vital to an organization
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7.1 Monthly 7.1.1 85% of PO under OPEX is issued within 5 working days 7.1.2 85% of PO under CAPEX is issued within announced schedule 7.2 Yearly 7.2.1 Perform supplier evaluation for 100% from total no. of active supplier (More than 3 transactions per year) |
PROCESS SOFTWARE / APPLICATION INFORMATION / DOCUMENTATION OTHER SERVICE DEPENDENCIES |
Charoen Pokphand Malaysia
