This document is a general template to go off of when creating a First Level Support doc for Service Desk and ATSC. Follow these steps to create your own new doc:
- Copy and paste the contents of this doc into a new one.
- Modify the title of the document to follow this standard: FLS Internal: [Name of Service] - First Level Support
- Fill in the blanks for any area within the [] brackets - removing items that do not pertain to your service
- Include the tag "first level support" on the doc.
- Remove this list from the top of the doc.
- Reach out to Katie Ellis for final review and sign-off of the document
- Ported from Jive DOC-2894, 05/17/16 (Lisa Pittman)
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[quick summary of the service and doc]
Table of Contents
Known Issues
[include a list here of known issues and workarounds, with dates of identification and any Team Dynamics reference information that may be helpful]
How It Works
[explain in general what this service is and how it works]
Authentication
[detail precisely how authentication for this service occurs]
Team Dynamics
Products
[list the product, as it appears in Team Dynamics]
Templates
[if any templates exist, reference them here]
Queue
[list any details about where and how to queue incidents to 2nd level support here]
Troubleshooting Information
[list here, using header styles to differentiate between problems, info on typical troubleshooting issues]
This is problem number one
Problem:
Possible Cause:
Resolution:
This is problem number two
Problem:
Possible Cause:
Resolution:
Service Owner
[details about the service owner for this service]
Support Model
[if the service involves an external vendor, use this space to detail the relationship with that vendor and who provides which level of support. If this is not the case, entirely remove this section from the doc]
Available Customer Documentation
[upload vendor docs to Jive and create links to those docs in this section]