The Centralised Service Desk (CSD) for the 88 Smart Schools
Contents
1. email or web it will be responded to within 30 minutes CSD Operation Centre INTEGRATED TECHNOLOGY HAUS SDN BHD SME Technoprenuer Centre Cyberjaya A G 03 2270 Jalan Usahawan 2 63000 Cyberjaya Selangor Darul Ehsan CSD Operation Hours 2 3 1 2 3 2 CSD operation hours for 1st Level of Support is Monday Sunday from 7 00am to 10 00pm The operation hours will be extended if necessary If the problem is required to be escalated to MoE vendors for a 2nd Level of Support the operation hours will follow the vendor s working hours as agreed in the SLA between MoE and vendors are as follows of Problems Vendors WSMS LCMS Telekom Smart 9 00am 4 30pm School Sdn Bhd Monday Friday PSSMI Projects i 8 30am 4 30pm Sunday Friday Closed on Saturday and Public Holidays SchoolNet GITN Sdn Bhd 8 30am 5 30pm Monday Friday All warranty and out of warrantyMoE appointed Based on operation ICT equipments registered asVendors hours as stated in the Government assets Harta Moda contract between MoE Kerajaan and vendors MoE Applications Bahagian Teknologi 8 00am 5 00pm Sistem Smart Sentry Pendidikan Monday Friday E Bahan BTP Web based PPSMI Content Environmental UPS server LAN Bahagian Teknologi 8 00am 5 00pm hub switch and router Pendidikan Monday Friday BTP 2 4 CSD Main Function The main function of CSD is to enable all the ICT users at the 88 Smart Schools2. The following is the main screen upon login to the system Please note that your school s profile will be displayed on the top of the screen HOW TO REPORT A PROBLEM 1 Select the priority level of your problem 2 Indicate category of your problem 3 Describe your problem Key in the title of your problem Next move the cursor or press lt Tab gt key to type in the description of the problem and be most precise as possible to describe your problem It will help the Helpdesk Analyst to troubleshoot your problem later You may also attached file related to your problem by clicking the Browse icon It will then create a link to the document that you would like to attach 4 Submit your problem Click on the Submit Message to file in the problem The problem ticket will be auto generated by the system HOW TO DO A FOLLOW UP FOR THE REQUESTS YOU ALREADY SENT It is also possible for you to do an on line follow up The screen will display the list of all your tickets based on your search criteria To obtain more information concerning each ticket you may click on the Information link The following icons reflect the ticket status New Assigned Pending Closed unsolved Closed solved The steps are as follows Z On the top of the screen select icon Tickets NS Select icon Status to display either all problems or sorted by the status Ww Select icon Information to display the follow up actions that
3. had taken place aN It is also possible to key in a new follow up for that particular ticket by selecting the icon Add a new follow up 5 Next you may key in your follow up action and select icon Add to save the information HOW TO CHANGE PASSWORD AND UPDATE PROFILE This is the utility to modify change your password and update profile such as contact person and telephone number Select icon Setting at any of the screen and the following screen will be displayed Type your new password and click on the Update icon This will update your password instantaneously Please remember this password as you will need to enter it on the next login If you have a problem with your password please contact CSD Call Center at 1 300 88 2668 If you need to edit your profile move the cursor to the desired field and type in the new information and save it by clicking the Update icon HOW TO LOGOUT If you want to logout from CHASISS click on the icon Logout on the top right of the system
4. to report any problem pertaining to the usage of all hardware and software under MoE ICT initiatives and acquire maintenance support Examples of probable problems are as follows Questions on the usage of ICT equipments e g PC notebook and LCD provided for PPSMI projects and MoE application such as WSMS Technical problems faced by user when using the ICT equipments or application Problems related to school network LAN SchoolNet 2 5 2 6 2 7 First Level of Support Service 2 5 1 2 5 2 CSD Service Agent will run through the problem with the user on the telephone and attempt to resolve it Each problem will be assigned with a reference ticket CSD Service Agent will troubleshoot the problem and provide the 1st Level of Support Second Level of Support Service 2 6 1 2 6 2 2 6 3 If the problem cannot be resolved at the 1st Level the CSD Service Agent will escalate the problem to MoE respective vendor for the 2nd Level of Support The CSD Service Agent will inform the user accordingly if on site service is required by the vendor to resolve the problem After escalation to 2nd Level of Support CSD Service Agent will follow up with the respective vendor on the problem resolution and ensure that the service rendered by the vendor is within the agreed SLA with MoE User Preparation Before Contacting CSD INFORMATION ON SCHOOL School Name and Code Caller Identification Name of Call
5. The Centralised Service Desk CSD for the 88 Smart Schools CONTENTS 1 INTRODUCTION 1 1 Background 1 2 Contract Period for CSD Proof of Concept 2 GUIDELINES TO CONTACT CENTRALISED SERVICE DESK CSD 2 1 CSD Line 2 2 CSD Operation Centre 2 3 CSD Operation Hours 2 4 CSD Main Function 2 5 First Level of Support Service 2 6 Second Level of Support Service 2 7 User Preparation Before Contacting CSD 3 CSD COMMUNICATION CHANNEL 4 CSD PROCESS FLOW CHASISS USER MANUAL FOR ITC 13 1 INTRODUCTION o N FT WT Wo WwW N 1 2 2 1 Background The Centralised Service Desk CSD as a model for the technical support for the 88 Smart Schools has been initiated pursuant to the Steering Committee Meeting Mesyuarat Jawatankuasa Pemandu 1 2006 held on 23rd May 2006 where issues specifically related to the maintenance and support services for the 88 Smart Schools were discussed A study conducted by MDeC had also identified weaknesses or bottlenecks in the specific area of the Smart Schools IT operating environment and in view of that MDeC had introduced a single point of contact service concept known as the Centralised Service Desk CSD to provide a solution to address immediate operational and support issues for the 88 Smart Schools in Malaysia This handbook is issued as a reference to all users at the 88 Smart Schools departments units at MoE and MoE s vendors who are involved in this project This han
6. dbook also contains the Centralised Service Desk CSD Scope of Services and its Standard Operating Procedures Contract Period for CSD Proof of Concept 1 2 1 Contract period is for 12 months from 2nd January 2008 to 31st December 2008 1 2 2 During the contract period users may contact CSD to report any problem pertaining to the usage of all hardware and software under MoE ICT initiatives GUIDELINES TO CONTACT CENTRALISED SERVICE DESK CSD CSD LINE 2 2 2 3 2 1 1 2 2 2 2 1 3 2 1 4 2 1 5 The role of the CSD is to provide the 1st Level of Support to all 88 Smart Schools users inclusive of all hardware application and network related problems All incidents reported to CSD will be investigated and studied immediately by the CSD Service Agents and if the problems are not resolved they would be directed to the appropriate support group for the 2nd level of Support Users at the 88 Smart Schools may access CSD by the following means of communication Local Charged Toll Free Number 1 300 88 2668 General Line 03 83189939 Facsimille Number 03 83191610 Email csd ith com my CSD on line support is available from the following website www csd ith com my Each user will be given a login id and password to access the system All reported problems received by CSD via telephone will be given immediate and thorough attention for troubleshooting by the CSD Service Agent If the report is received via fax
7. er User INFORMATION ON THE PROBLEM Type of hardware brand model if problem is related to hardware usage Serial number of the hardware if problem is related to hardware usage Name of Project pertaining to the hardware or software Brief description of the problem ADDITIONAL INFORMATION REQUIRED FOR PPSMI PROJECT Service Tag Number referring to DELL notebook Key Trainer Unit Department User or Teacher Telephone Number House School Hand phone School s Address PPD JPN Phase of PPSMI 3 CSD COMMUNICATION CHANNEL The following are the CSD project officers 1 Hamiziah bt Hamid Designation General Manager 2 Wan Mohd bin Asri Wan Zakaria Designation Project Manager 3 Widyawati bt Suntol Designation Project Secretary Please forward all enquiries on CSD to Centralised Service Desk Call Centre INTEGRATED TECHNOLOGY HAUS SDN BHD SME Technoprenuer Centre Cyberjaya A G 03 2270 Jalan Usahawan 2 63000 Cyberjaya Selangor Darul Ehsan Telephone Numbers 1 300 880 2668 03 83189939 Facsimile Number 03 83191610 Email csd ith com my 4 CSD PROCESS FLOW User Manual for ITC CHASISS is a web based helpdesk system that will be used to support the Centralised Service Desk operation in duration of the project The system will automatically streamlines the identification tracking and resolution of all IT related problems under MoE ICT initiative and thus is responsible
8. to ensure any services required by the users are logged and responded to within agreed time In general all calls reported by users at Smart Schools will be logged into the system and it will track all calls right from the moment they are reported to the point they are resolved and provide full audit trails of the maintenance activities If the problems are reported via telephone call email and fax CSD Helpdesk Analyst will key in the detail of the problems Each problem will be assigned with a problem ticket and user may access the system to view the status of the reported problem Alternately users may logged their problems into CHASISS by using the self reporting function CSD Helpdesk Analyst will monitor the system for any reported problem that is logged by user and attend to it promptly CSD Service Agent will update into the system every maintenance activities such as the action being taken and resolution to the problem Finally the CSD Helpdesk Analyst will close the problem once it has been settled HOW TO ACCESS CHASISS 1 Helpdesk on line support can be accessed via the following website csd ith com my 2 At the login screen please enter your login id and password 3 Please note that you are recommended to use Mozilla Firefox Browser or Internet Explorer Version 7 0 and above for best viewer experience The system also provide you with the facility to download the latest version of the Firefox Browser MAIN SCREEN
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