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The Help Desk contact should acknowledge receipt of unresolved user issues/problems immediately, using the System Trouble Acknowledgement Template, submitting one copy each to the user and to Information Technology Managers. ITTS102-2 SYSTEM TROUBLE ACKNOWLEDGEMENT FORM includes incident ID, user identification, system identification, problem category, and more.
Keep in mind that unresolved user issues/problems must also be recorded on the IT Incident Report and forwarded to Information Technology Managers for resolution. The Support Center should be subjected to a periodic audit (once every two years, at a minimum), to verify that the Information Technology Plan is clear and actionable and continues to meet company requirements.