Library IT incident and problem procedures

Procedures for Technology Support Requests.

Purpose:

This document provides procedures and documentation to assist Technology Support Services to efficiently and effectively resolve problem and tasks associated with technology deployment and trouble / assistance requests.

UC Merced Library uses Zendesk software to report and track technology issue requests for library IT supported technology.  Using ITIL proven methodologies, Technology Services uses Zendesk web-based software to track change tasks and Incident / Problem Management.  This software is designed to be the single point of contact for most technology requests.  The request is then routed to the appropriate personnel / team. 

Primary method of contact:

Web: https://ucmercedlibrary.zendesk.com

If the requester calls, emails, or approaches a Technology Services employee directly, the employee will open a request via Zendesk for the requester.

Zendesk Fields:

Requester:  This is the person directly related to the request.  Either the primary user of the technology in question or the person reporting a wide-spread issue.

CC: Any relevant users and/or stakeholders in the request

Statuses:

• New - Un-replied, un-assigned requests waiting assignment and contact
• Open - Assigned requests that are in process for resolution
• Pending - Requests that are waiting on action from a third party.
• Solved - Requests that have been solved, but are waiting on any reply
• Closed - Requests that have been deemed solved without being reopened 

Types:

• Question - Questions regarding technology that are un-related to problems
• Incident - Any request for assistance - can turn into “problem” type if appropriate
• Problem - Any issue preventing proper use of equipment or software
• Task - Change tasks (upgrades, system updates, equipment moves, etc.)

Priority:

• Low - requests that are either stated “low priority” or are not of “Problem” type
• Normal - Default priority for all problem requests (these are handled in the order requested)
• High - Critical system requests that have a limited work-around for functionality. (Non-functional network printers with no available work-around, inability to access working network storage).  Classroom support (KL 296 and 396) are also considered High Priority.
• Urgent - Non-functioning critical system (staff workstation, website, server)

Assignee: Name of the staff member currently assigned the request.

Library Unit: This is the unit that is the primary stakeholder of the item in question.

All requests and tasks created in Zendesk must have an Assignee and Library Unit associated with the request.

Request Process:

All IT related questions can, and should be routed through Zendesk for proper tracking of issues.  If the problem is only resolvable through Campus IT, then this will also be tracked in the Zendesk system for resolution while ServiceNow will track the issue at the Campus IT level.

Any Library IT related support tasks are to be created and tracked through Zendesk.

Problem Response Time Table:

Primary Request Routing:

TSC= Technology Services Coordinator

DLT= Director of Library Technology

Important information for effective troubleshooting.

Reporting generic issues on staff systems.

1. What computer are you using when experiencing the issue?
2. What Operating System are you using?
3. If there is an error message, please include the information.

Reporting an issue related to accessing or opening a document:

1. What filetype is the document (pdf, docx, xlsx, etc)?
2. If this is a network shared document, what is the file path and name of the document?
3. If there is an error message, please include the information

Reporting a connectivity issue:

1. Where are you located when experiencing the issue
2. Are you using an ethernet cable or wireless access
3. If wireless, are you connected to SSID: CatNet or UCM-Guest?
4. If there is an error message, please include the information.

Reporting a printing issue:

1. What computer are you using when experiencing the issue?
2. What Operating System are you using?
3. What printer are you attempting to use? local or network?
4. What paper size are you attempting to print?