ITSM Support - HPSM
Title:
ITSM Support
Qualifications:
HPSM
Number:
290
Start Date:
11/11/2019
End Date:
31/05/2020
WorkPlace:
København
Experience:
-
Contact Info:
Jesper Søgaard, js@concor.dk, 40483447
Project Description:
To provide AM/AD and AO support (ITSM tool, HPSM).
To provide AM/AD for the part of Service now / Orderportal that has been developed in the Orderportal project.
Innehåll och uppdragets omfattning
Support and development resources for aprox. 50-60 hours per week.
Daily operation support
Daily user administration
Ad hoc application maintenance upon requests according to the backlog
Beskrivning av uppdraget mer i detalj
Daily operation support
Handling and dispatching of Incidents related to the HPSM solution
Analyzing and resolving critical Incidents related to the HPSM solution
Handling of requests from e-mails and personal interaction
Resolving of simple Service Requests
Escalation of incidents that cannot be fixed by Supplier, to Micro Focus Support
Check of process status
Inspection of logs
Inspection and cleanup of queues in HPSM (e.g. e-mail, glcReport, DXC integration)
Inspection and cleanup of schedules for background jobs
Identification of possible problems and enhancements
Daily user administration
Creation of new contacts and operators in HPSM for request not submitted via Service Catalog
Maintenance of assignment groups in HPSM
Maintenance of user capabilities
Maintenance of supplier information in HPSM
Ad hoc application maintenance upon requests according to the backlog
Solving of not critical Incidents that needs to be analyzed before solving and require development
Solving of Service Requests that require development
Deployment of changes
Participation in HPSM follow-up meetings
Maintenance of the HPSM backlog (status)
Clarifying and solution specification for development requests
Handover and feedback for deployed solutions
Requirements:
Knowledge transfer / Documentation
Secure knowledge and documentation on existing solutions