ERCOT Service Desk Upgrade

May 2007

BMC Remedy Service Desk (PR60055)

• Scope:– Implement 5 of 6 pillars of ITIL Service Support framework

• Service Desk• Incident Management• Problem Management• Change Management• Release Management• Scope of this work stream does not include Configuration Management

– New solution set for ERCOT Application Services, Help Desk, Release Management, IT Operations, Production Support

– Define and implement process improvements based on software ability– Replaces the following ERCOT applications:

• AIM Problem Management (Service Desk)• AIM Operations Change Control (OCC)• SIR Workbench• Incident Reporting

Service Ticket Priority Definitions

• There are five priorities for ERCOT Service Tickets– 1 – System Outage

• The system is not currently functioning resulting in data not being processed and/or users not able to access the system.

– 2 – System Performance Degradation• The system is currently functioning, however below normal levels of

service even though users may still have limited access.

– 3 – Individual User Issue• A user specific issues is being experienced.

– 4 – Process/Procedure• A process or procedure needs attention.

– 5 - Other