The IHS Help Desk web site is your first stop in resolving IT related problems. |
The IHS Help Desk can assist with issues related to Resource
Patient Management System
(R P M S), Enterprise Technology Services (E T S),
National Patient Information Reporting System
(N P I R S), Internet or
Intranet web sites (W E B), List Serv (L I S T S E R V), and Web Board
(F O R U M).
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As of August 2006 Network Services (formerly WAN)
are now provided by the Network
Operations Security
Center (N O S C). They may be contacted at (702)
562-8201. The support website for the NOSC is https://portal.comglobal.com:8080.
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The OIT LAN team has changed its name to appropriately describe the support they provide.
The new name is Enterprise Technology Services (ETS). Starting Monday August 21, 2006
support from Enterprise Technology Services (ETS) under the Infrastructure, Office Automation & Telecommunications (IOAT)
program must be handled through the IHS Help Desk.
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IHS Help Desk Contact Information:
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For all calls or e-mails please provide:
Ø
Your name
Ø
Site/Facility/Area
Ø
Phone number
In Addition…
If RPMS related:
o
application name and version number
o
option(s) you were using when the problem occurred
o
brief description of the problem you're having
o
steps taken to troubleshoot the problem
If ETS related:
o
Description of the problem
o
Troubleshooting performed prior to call
o
Operating System Version
o
Application Version
o
Hardware Model
o
Contact information
o
# of users affected
o
Description of urgency/criticality
If NPIRS related:
o
report
o
version number
If WEB related:
o
web site URL and section
o
brief description of the problem you're having
If LISTSERV related:
o
list serv name
o
first and last name, and email address
o
brief description of the problem you're having
If FORUM related:
o
web board name
o
username, first and last name, and email address
o
brief description of the problem you're having
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Tiered Services – Organizational Structure:
Please follow the tiered structure below when obtaining support.
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Services Provided:
- Business Hours: 6:00 am – 6:00 pm Mountain Time
- Incident numbers assigned – This simplifies tracking and follow-up of issues.
- Knowledge Base – Similar problems can be looked up to speed up resolution times.
- Monitoring – Incidents will be monitored to assure timeframes are met.
- Escalation – Issues with overdue time frames will be elevated to management automatically.
- First Call Resolution - Dedicated technicians available to resolve issues on first call.
- Acknowledgement of Incident - Technicians will promptly acknowledge receipt of incident and notify customer the plan for resolution. E-mails or voice mail received after hours will be acknowledged within 2 hours of next business day.
- Abandoned Customer Calls - Technicians will try to contact customer twice before abandoning an incident.
- Website – Useful information about outages, services, FAQs, and other information will be available.
- Polite and Helpful - Technicians will perform work with a professional and helpful attitude.
- Communication of outages - Customer notification via broadcast messages 72 hours prior to a planned outage. Notification of unexpected outages broadcasted within 15 min after outage is identified.
- Workload data will be collected and used for planning purposes.
- Monthly usage reports can be sent to Area ISCs upon request.
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Urgency of Calls:
| Critical: |
System or site is down – more than 10 users affected. Severe impact on business operations. |
| Urgent: |
Problem exists with operations functioning - production is degraded. |
| Important: |
Issue which does not have significant productivity impact for the customer. |
| Issue: |
Requiring no further action beyond monitoring and/or follow-up. |
| Closed: |
Issue/problem solved. No further action required. |
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Response Times:
| Severity |
Response Time |
Resolution Time |
Customer Updates |
|---|
| Critical |
< 30 min |
< 4 hours |
Every 4 hours |
| Urgent |
< 4 hours |
< 8 hours |
Daily |
| Important |
< 1 day |
< 2 days |
Every 3 days |
| Issue |
< 2 days |
< 1 week |
Weekly |
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| Escalation Process:
Incidents with overdue time frames will be automatically elevated to the appropriate
Project Officer or Manager. In urgent circumstances, customers may request Management
be notified immediately.
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