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ITS

ITS

Service Catalogue

Service: User Support
No. Service Description Timeline** Dependencies Remark
1 Installation of application 1 day
  • P7S Form completed and signed by HOD/HOS
  • availability of software and software license
  • user availability/room accessibility
  • Off the shelf product such as Microsoft office, Adobe Professional, etc.
2 Re-installation of application due to file corruption, etc. 1 day
  • user availability/room accessibility
  
3 Troubleshooting Operating System error 1 day
  • user availability/room accessibility
  • Microsoft Windows XP Professional Edition only
4 Creation of new accounts 1 day
  • H1S Form completed and signed by HR
  • One user account per request
  • Novell, Email, BlackBoard, EduVersal
5 Troubleshooting system accessibility problem 4 hours
  • User availability
  
6 Reset password 4 hours
  • User availability
  
7 Virus infection - scanning & cleaning 4 hours
  • User availability
  
8 Virus infection which requires re-imaging 1 day
  • User availability/ room accessibility
  • User is responsible to perform full backup of their data
  
9 SwinGuest account creation 1 day
  • H18S Form completed and signed by HOD/HOS
  

Notes:

**     Timeline listed is based on :

  • the time of call logged to ITS Service Desk
  • duly filled & signed form (if applicable)
  • during Service Desk operational hours