Service Desk
The ICT & Digital Service desk is your first point of contact with us if you have an issue, fault, or general query about ICT and Digital Services.
All incidents and requests reported to the service desk are automatically logged into the central ICT Support call logging system which allows progress monitoring and subsequent analysis. Customers will be provided with an individual call reference number for each incident logged. This allows customers and ICT Staff to locate and track all activities related to an incident.
Each incident or service request will be logged to a separate ticket.
Incidents
Incidents are defined as any event not part of the standard operation of a service which causes, or may cause, an interruption to, or a reduction in, the quality of the service.
When you raise an incident with us, we will assess the severity and impact of the issue and assign a priority to it. This helps ICT and Digital to target support to the most important incidents first. We will use the following scale:
| Priority | Description | Examples | Target Resolution Time |
| 1 | Mission Critical | Service is unavailable; business area cannot function; or the failure of a business-critical activity, such as a whole site network down, or a critical application is impacting one or more council sites; safeguarding issue. | 0 – 4 Service Desk Hours |
| 2 | Major Impacting | Service is adversely affected; or there is a major business area impact which directly or indirectly affects multiple users, impacting one or more sites. | 0 – 7 Service Desk Hours |
| 3 | Moderate Impacting | Minor Service disruption such as individual desktop faulty or printer not working, single customer impacting, may prevent them from working or completing key work. | 0 – 3 Working days |
| 4 | Low Impact | Low Impact – Customer can continue to work. | 0 – 5 Working days |
We endeavour to resolve these within the following timescales:
- P1 – Resolution time 0-2 Service Desk hours
- P2 – Resolution time 0-6 Service Desk hours
- P3 – Resolution time 0-3 Service Desk days
- P4 – Resolution time 0-5 Service Desk days
Incident examples
- You have forgotten your password
- Backups have failed
- You get an error message when using Sims or FMS
To raise an Incident request
- Email schoolsict@coventry.gov.uk
- Tel: 024 7678 6620
Service Requests
Service Requests are defined as the request for something new.
There are two types of service request, Standard and Project. A standard service request covers requests provided as part of the services purchased.
| Priority | Type | Examples / Further Details | Target Maximum Resolution Time |
| SR | Standard | Moves of equipment Orders for new facilities e.g. equipment/software Requests for changes to existing applications Request for a SIMS upgradeRequest for new user accountsRequests for informationAmendments to Firewall policyAllocation of public IP Addresses | 10 Service Desk Days |
| Project SR | Project | Consultancy workWork outside of the SLA – this may be chargeable. | Agreed with customer. |
Service requests
Service request examples
- You want a new machine being installed
- You want new users created in SIMS/FMS
- You want software to be installed on workstations
- You want a new server installed
- Setup a trust between the admin and curriculum networks
- Install Redstor Cloud backup solution
- Install a new printer