Service Escalation

Last Updated: 18 October 2023 Hits: 981

Service Name & Manager	Service Level Agreement	Service Component & Dependencies
24 x 7 1. Service Desk & Incident Management 0900 to 1700 Mon to Fri A single point of contact for end users who need assistance and support in IT incidents and services. Nurul Faratihah Ab Rahim	a) 85% from total no. of incident/request is received/assigned within 2 working hours b) 85% from total no. of normal incident/request is resolved within 3 working days c) Weekly and Monthly KPI for incomplete incident/request are not more than 35. d) Customer Satisfaction Report (Excellent :70%, Average : 20%, Poor : 5%)	PROCESS - Incident, Service Request and Problem Management Procedure (ISP-SP01) TOOLS - Staff Portal (IT Service Desk) INFORMATION/DOCUMENTATION - Daily/Weekly/Monthly IT Service Desk Report - Known Error Database (KEDB) - Configuration Management Database (CMDB) - Problem List SERVICE DEPENDENCIES - Infrastructure
Escalation Matrix
Category	Level
Category	1	2	3
1. Account Access	Staff Portal > Manage IT Incident / Manage IT Account > Category : Account Access
1.1 ComAgent	Service Manager	Technical Support & Service	Infra & System Management
1.2 Email	Service Manager	Technical Support & Service	Infra & System Management
1.3 Internet	Service Manager	Technical Support & Service	Infra & System Management
1.4 New Staff	Service Manager	Infra & System Management	Vendor
1.5 OP	Service Manager	MY OP Key User	TH OP Key User
1.6 Portal	Service Manager	Technical Support & Service	Infra & System Management
1.7 SAP GUI	Service Manager	Infra & System Management	TH SAP
1.8 SMARTPOS	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
1.9 SMARTSoft	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
1.10 SMARTSoft_Farm	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it. This email address is being protected from spambots. You need JavaScript enabled to view it.)
1.11 SMARTSoft_Feed	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
1.12 SMARTSoft_Food	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
2. Asset Request / Purchase Request	Staff Portal > Manage IT Incident / Manage IT Account > Category : Asset Request / Purchase Request
2.1 IO Verification	Service Manager	Head of IT
2.2 Loan	Service Manager	Asset Manager
2.3 Reuse for long term	Service Manager	Asset Manager
2.4 Purchase Request	Service Manager
2.5 Quotation	Service Manager
3. Computer, Printer & PDA	Staff Portal > Manage IT Incident > Service Desk Manager
3.1 Barcode Scanner	Service Manager	Technical Support & Service	Vendor
3.2 Computer	Service Manager	Technical Support & Service	Vendor
3.3 PDA	Service Manager	Technical Support & Service	Vendor
3.4 Printer	Service Manager	Technical Support & Service	Vendor
3.5 Projector	Service Manager	Technical Support & Service	Vendor
3.6 Scanner	Service Manager	Technical Support & Service	Vendor
3.7 Software	Service Manager	Technical Support & Service	Vendor
4. Consultation	Staff Portal > Manage IT Incident > Consultation
4.1 Email	Service Manager	Vendor
4.2 SMARTPOS	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
4.3 SMARTSoft	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
4.4 SMARTSoft_Farm	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it. This email address is being protected from spambots. You need JavaScript enabled to view it.)
4.5 SMARTSoft_Feed	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
4.6 SMARTSoft_Food	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
5. Email	Staff Portal > Manage IT Incident > Email
5.1 Error	Service Manager	Technical Support & Service	Vendor
5.2 Outlook	Service Manager	Technical Support & Service	Vendor
5.3 Smartphone	Service Manager	Technical Support & Service	Vendor
5.4 Webmail	Service Manager	Technical Support & Service	Vendor
6. Network & Internet Connection	Staff Portal > Manage IT Incident > Network & Internet Connection
6.1 IPLite	Technical Support & Service	Infra & System Management	Vendor – TM (This email address is being protected from spambots. You need JavaScript enabled to view it.)
6.2 IPValue	Technical Support & Service	Infra & System Management	Vendor – TM (This email address is being protected from spambots. You need JavaScript enabled to view it.)
6.3 IPVPN	Technical Support & Service	Infra & System Management	Vendor – TM (This email address is being protected from spambots. You need JavaScript enabled to view it.)
6.4 MetroE	Technical Support & Service	Infra & System Management	Vendor – TM (This email address is being protected from spambots. You need JavaScript enabled to view it.)
6.5 Unifi / Streamyx	Technical Support & Service	Infra & System Management	Vendor – TM (This email address is being protected from spambots. You need JavaScript enabled to view it.)
6.6 Wireless 3G	Technical Support & Service	Infra & System Management	Vendor – TM (This email address is being protected from spambots. You need JavaScript enabled to view it.)
6.7 VPN Tunnel	Technical Support & Service	Infra & System Management	TM SOC
7. New Project	Staff Portal > Manage IT Incident > New Project
7.1 Network	Service Manager	Infra & System Management
7.2 SMARTPOS	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
7.3 SMARTSoft	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
7.4 SMARTSoft_Farm	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.) (This email address is being protected from spambots. You need JavaScript enabled to view it.)
7.5 SMARTSoft_Feed	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
7.6 SMARTSoft_Food	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
8. Portal	Staff Portal > Manage IT Incident > Portal
9. Quotation	Staff Portal > Manage IT Incident > Quotation
9.1 Desktop	Service Manager
9.2 Laptop	Service Manager
9.3 Printer	Service Manager
9.4 UPS	Service Manager
10. SAP GUI	Staff Portal > Manage IT Incident > SAP GUI
10.1 Printing Problem	Service Manager	Technical Support & Service	TH SAP
10.2 Other	Service Manager	Technical Support & Service	TH SAP
11. Security	Staff Portal > Manage IT Incident > Security
11.1 Attrition	Service Manager	Technical Support & Service
11.2 Email	Service Manager	Technical Support & Service
11.3 Improper Usage	Service Manager	Technical Support & Service
11.4 Loss or Theft Equipment	Service Manager	HR Admin
11.5 Web	Service Manager	Infra & System Management
12. Server	Staff Portal > Manage IT Incident > Server
12.1 Agro, Aqua, Swine	Service Manager	Infra & System Management	Vendor
12.2 HR Agro	Service Manager	Infra & System Management	Vendor
12.3 HR Aqua	Service Manager	Infra & System Management	Vendor
12.4 Email	Service Manager	Infra & System Management	Vendor
12.5 Other
13. SMARTCR	Staff Portal > Manage IT Incident > SMARTCR
13.1 Error	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)
13.2 Login Problem	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)
14. SMARTPOS	Staff Portal > Manage IT Incident > SMARTPOS
14.1 Barcode Scanner	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	Technical Support & Service
14.2 POS Machine	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	Technical Support & Service
14.3 Printer	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	Technical Support & Service
14.4 SMARTPOS_Agro	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
14.5 SMARTiPOS_Swine	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
15. SMARTSoft	Staff Portal > Manage IT Incident > SMARTSoft
15.1 SMARTiSales	Staff Portal > Manage IT Incident > Service Desk Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
15.2 SMARTSoft_Agro	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
15.3 SMARTSoft_Aqua	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
15.4 SMARTSoft_Production_Agro	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
15.5 SMARTSoft_Swine	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
16. SMARTSoft_Farm	Staff Portal > Manage IT Incident > SMARTSoft_Farm
16.1 SMARTSoft_Farm_Agro	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.) (This email address is being protected from spambots. You need JavaScript enabled to view it.)
16.2 SMARTSoft_Farm_Aqua	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
16.3 SMARTSoft_Farm_Swine	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
17. SMARTSoft_Feed	Staff Portal > Manage IT Incident > SMARTSoft_Feed
17.1 SMARTSoft_Feed_Agro	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
17.2 SMARTSoft_Feed_Aqua	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
17.3 SMARTiLab	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
18. SMARTSoft_Food	Staff Portal > Manage IT Incident > SMARTSoft_Food
18.1 SMARTSoft_Food_Agro	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
18.2 SMARTSoft_Food_Swine	Service Manager	Application Implementation & Support Team (This email address is being protected from spambots. You need JavaScript enabled to view it.)	CPF IT TH (This email address is being protected from spambots. You need JavaScript enabled to view it.)
19. Warranty Claim / Service Repair	Staff Portal > Manage IT Incident > Warranty Claim / Service Repair
19.1 Barcode Scanner	Service Manager	Technical Support & Service	Vendor (ESC- This email address is being protected from spambots. You need JavaScript enabled to view it.) Tel : 03 6286 8222
19.2 Computer	Service Manager	Technical Support & Service	Vendor (dell pro support – 1800-88-0433 )
19.3 PDA	Service Manager	Technical Support & Service	Vendor (ESC- This email address is being protected from spambots. You need JavaScript enabled to view it.) Tel : 03 6286 8222
19.4 Printer	Service Manager	Technical Support & Service	Vendor (AComputer – This email address is being protected from spambots. You need JavaScript enabled to view it.) Vendor ( FujiXerox – Tel : 1300-88-1163
19.5 Projector	Service Manager	Technical Support & Service	Vendor (ESC- This email address is being protected from spambots. You need JavaScript enabled to view it.) Tel : 03 6286 8222
Service Name & Manager	Service Level Agreement	Service Component & Dependencies
10 x 5 2. Technical Preventive Maintenance 0900 to 1700 Mon 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 Leong Soon Chiew	a) Perform 90% from total no. desktop for visited sites b) Perform 50% from total no. laptop for visited sites c) Perform maintenance for all visited sites in d) Perform line redundancy for all IPME sites	PROCESS - Operational Management Procedure (OPM-SP01) - Incident, Service Request and Problem Management Procedure (ISP-SP01) HARDWARE - Computer / Printer TOOLS - Staff Portal (Manage IT Maintenance) INFORMATION / DOCUMENTATION - IT Preventive Maintenance Checklist OTHER - Vendor
Escalation Matrix
Category	Level
Category	1	2	3
1. Computer	Service Manager	Technical Support & Service	Vendor (dell pro support – 1800-88-0433 )
2. Printer	Service Manager	Technical Support & Service	Vendor (dell pro support – 1800-88-0433 )
Service Name & Manager	Service Level Agreement	Service Component & Dependencies
10 x 5 3. Computer & Peripheral Deployment 0900 to 1700 Mon to Fri Perform or arrange new desktop and peripheral deployment based on request Amin Taufiq Zakaria	a) 90% from total no. of new/transfer desktop is deployed within 20 working days b) 90% from total no. of new/transfer peripheral is deployed within 10 working days	PROCESS - Asset Management Procedure (ATM-SP01) HARDWARE - Desktop - Computer - Peripheral (Printer, PDA, Projector and etc) SERVICE DEPENDENCIES - Procurement - Service Desk & Incident Management
Escalation Matrix
Category	Level
Category	1	2	3
1. Computer	Service Manager	Technical Support & Service	-
2. Printer	Service Manager	Technical Support & Service	-
3. PDA	Service Manager	Technical Support & Service	-
24 x 7 4. Email 0900 to 1700 Mon to Fri A platform for enabling user to send, receive and review email Muhd Firdaus Azmi	a) 99% uptime	HARDWARE - Email Server SOFTWARE / APPLICATION - Office 365 / MDaemon Email System OTHER - Data Center Colo (Network Connectivity) SERVICE DEPENDENCIES - Infrastructure - Service Desk & Incident Management
Escalation Matrix
Category	Level
Category	1	2	3
1. Email (Software)	Service Manager	Infra & System Management	Vendor
2. Email (Hardware)	Service Manager	Infra & System Management	Vendor
Service Name & Manager	Service Level Agreement	Service Component & Dependencies
10 x 5 5. Infrastructure 0900 to 1700 Mon to Fri Apply business network connectivity such IPME, IPLite, IPValue, Wireless 3G, and other with telco Muhd Firdaus Azmi	a) All applications are completed within 3 months (IPME, IPLite & Wireless 3G) and 1 month (IPValue) after approval and subject to the readiness of internal wiring.	PROCESS - Design, Build & Transition Procedure (DBT-SP01) HARDWARE - Switch/Router/Wireless AP TOOLS - Staff Portal (Manage IT Branch) DOCUMENTATION / INFORMATION - IT Project Request Form (CRD-FM01) - Network Migration Checklist (CRD-FM06) OTHER - Vendor (Telco Provider) - Internal Wiring SERVICE DEPENDENCIES - Service Request & Incident Management
Escalation Matrix
Category	Level
Category	1	2	3
1.1 IPLite	Service Manager	TM Infra Check This email address is being protected from spambots. You need JavaScript enabled to view it.	TM Sales
1.2 IPValue	Service Manager	TM Infra Check This email address is being protected from spambots. You need JavaScript enabled to view it.	TM Sales
1.3 MetroE	Service Manager	TM Infra Check This email address is being protected from spambots. You need JavaScript enabled to view it.	TM Sales
1.4 Unifi/Streamyx	Service Manager	TM Infra Check This email address is being protected from spambots. You need JavaScript enabled to view it.	TM Sales
1.5 Wireless 3G	Service Manager	TM Infra Check This email address is being protected from spambots. You need JavaScript enabled to view it.	TM Sales
Service Name & Manager	Service Level Agreement	Service Component & Dependencies
24 x 7 6. Cyber Security 0900 to 1700 Mon to Fri Practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks Muhd Firdaus Azmi	Resolution of Alert & Incident a) Critical < 24 hours b) High < 48 hours c) Medium < 120 hours d) Low < 168 hours	PROCESS - Operational Management Procedure (OPM-SP01) - Incident, Service Request and Problem Management Procedure (ISP-SP01) HARDWARE - Computer/ Server/ Switch/ Router/ Wireless TOOLS - Staff Portal (Manage IT Branch) - True MDR - CPF Connect - Splunk & Crowdstrikes DOCUMENTATION / INFORMATION - IT Project Request Form (CRD-FM01) - Network Migration Checklist (CRD-FM06) - IT Project Delivery & Acceptance (CRD-FM02) - Network Diagram (ATM-FM05) - Travel Report (ITS-FM06)
Escalation Matrix
Category	Level
Category	1	2	3
1. WAN - IPME	Staff Portal > Manage IT Incident > Service Manager	Infrastructure & System Management	Vendor – TM SE : This email address is being protected from spambots. You need JavaScript enabled to view it./012-2401810 This email address is being protected from spambots. You need JavaScript enabled to view it./1800-88-1060
2. LAN	Staff Portal > Manage IT Incident > Service Manager	Infrastructure & System Management	Vendor – TM SE : This email address is being protected from spambots. You need JavaScript enabled to view it./012-2401810 This email address is being protected from spambots. You need JavaScript enabled to view it./1800-88-1060
3. ADSL/Wireless/Others	Staff Portal > Manage IT Incident > Service Manager	Infrastructure & System Management	Vendor – TM SE : This email address is being protected from spambots. You need JavaScript enabled to view it./012-2401810 This email address is being protected from spambots. You need JavaScript enabled to view it./1800-88-1060
4. Others	Staff Portal > Manage IT Incident > Service Manager	Infrastructure & System Management	Vendor
Service Name & Manager	Service Level Agreement	Service Component & Dependencies
10 x 5 7. Procurement 0900 to 1700 Mon to Fri Acquiring all of the goods, services, and work that is vital to an organization Nurul Faratihah Ab Rahim	a) 85% of PO under CAPEX is issued within the announced schedule b) 85% of PO under OPEX is issued within 5 working days c) Perform supplier evaluation for 100% from the total no. of active supplier	PROCESS - Procurement Management Procedure (PTM-SP01) SOFTWARE / APPLICATION - OP System INFORMATION / DOCUMENTATION - Staff Portal (IT Price List) OTHER - Vendor
Escalation Matrix
Category	Level
Category	1	2	3
Purchase Request	Service Manager	Procurement, Access & Service Mngt (This email address is being protected from spambots. You need JavaScript enabled to view it.)	Vendor