Examples -Information Systems Help DeskCustomer Information Systems Help Desk Phone call (or in person) E-mail No Web request Yes Resolved? Helpdesk Tech Yes Can solve directly? No Responds w/i 3days No Create open ticket Yes Records satisfaction results for folloup Assign ticket Close ticket Record.

Transcript Examples -Information Systems Help DeskCustomer Information Systems Help Desk Phone call (or in person) E-mail No Web request Yes Resolved? Helpdesk Tech Yes Can solve directly? No Responds w/i 3days No Create open ticket Yes Records satisfaction results for folloup Assign ticket Close ticket Record.

Examples -Information Systems Help DeskCustomer
Information Systems Help Desk
Phone call
(or in person)
E-mail
No
Web request
Yes
Resolved?
Helpdesk Tech
Yes
Can solve
directly?
No
Responds
w/i 3days
No
Create open
ticket
Yes
Records
satisfaction
results for folloup
Assign ticket
Close ticket
Record stored
in database
Yes
Analizea and
address problem
Yes
Complete ticket
Solve?
ISC Supervisor
No
Detemine
action/work
required
No
BPA in
place?
Initiaate external
service request
Resolves
Problem?
Evaluates
Problem
In-house
solution?
Yes
Management
decision Inform
customer
No
Advise
Customer
Implement
splution
No
Yes
No
Washington
product
Yes
No
Acquisitions
process
Vendor
Automated reqest to
confirm resolution
(& satisfaction suvery)
Record stored
in database
Technician
Automated System
Create Completed
ticket
IT Service Center
WN addesses
Service or replace
as agreed
Resolves
problems?
Yes
Original: http://en.wikipedia.org/wiki/File:(1)_2008-04-07_Information_Management-_Help_Desk.jpg
Examples -Network diagramnyc.exmaple.com network diagram
192.168.1.0/24
VMWare Guest
Hudson
Slave
OFF
Mercury
mint1
ON
ON
Venus
ON
Earth
OFF
Mars
Jupiter
OFF
Saturn
IP 192.168.1.10
IP 192.168.1.11
IP 192.168.1.12
IP 192.168.1.13
IP 192.168.1.14
IP 192.168.1.15
OS CentOS 3
OS CentOS 5
OS CentOS 5
OS Windows SV
OS Windows SV
OS Windows SV
mint2
OFF
ON
ON
mint
DB
Uranus
Hudson
Master
Neptune
Sun
IP 192.168.1.16
IP 192.168.1.17
IP 192.168.1.18
OS CentOS 5
OS CentOS 5
OS Debian 5
VMWare bridge
public
DMZ
dns
192.168.254.0/24
ldap
www
music
squeeze
center
HTTPD
DNS
DHCP
LDAP
SMB
Io
Europa
IP 192.168.1.19
OS CentOS 5.3
island1
Ganymede
wlap2
public
IP 192.168.1.20
IP 192.168.1.21
IP 192.168.1.200
IP 192.168.254.1
IP 192.168.254.2
OS Windows XP
OS Ubuntu 8.04
SSID mintssid1
IP 192.168.1.254
SSID mintssid2
island2
router
IP 192.168.1.1
island2
WAN 123.123.123.1
meeting
space
VPN
sv.exmaple.com
192.168.1.0/24
mx2700
IP 192.168.1.201

Directory