The primary role of a company's IT department is to support the associates of the company in completing business tasks. In order to ensure that this role is carried out in a timely and high-quality manner, this policy has been established to help assign priority levels to problems or issues reported by end users to the IT department.
According to this example policy, IT issues are categorized into 1, 2 and 3, based on severity. The response and resolution times vary as per the categories. Problems and requests within a specific priority category will be handled on a first come, first served basis. In some cases, special consideration will be given to mobile and remote employees whose access to company resources is more constrained.
IT Help Desk Audit Work Program
Checklists & Questionnaires
IT Service-Level Agreement Questionnaire