Helpdesk Management Procedure

2/11/2019 Helpdesk
Management
Procedure
RajSWAN Project
Submitted to
RajCOMP Info Service Ltd. (RISL)
Department of Information Technology & Communication
Government. of Rajasthan.
Help Desk Management Version 1.4
Document Control
PROJECT TITLE: RAJASTHAN STATE WIDE AREA NETWORK
CONTRACT REFERENCE: FINAL RFP-2010 (AFTER PRE-BID) FOR RAJASTHAN STATE WIDE AREA
NETWORK (RAJSWAN)
DOCUMENT TITLE: HELPDESK MANAGEMENT DOCUEMENT OF RAJSWAN PROJECT.
ABSTRACT: THIS DOCUMENT DESCRIBES THE HELPDESK PROCESS OF RAJSWAN BEING

UNDERTAKEN BY OPERATOR FOR THE ENTIRE PROJECT PERIOD.
DOCUMENT PUBLICATION HISTORY:

Date Author Version Remarks
th
29 August 2014 Jayesh Prajapati V 0.1 Prepared the initial draft
25th Oct 2014 Jayesh Prajapati V 1.0 Prepared final document
1st March 2015 Jayesh Prajapati V 1.2 Prepared the initial draft
12th Apr 2016 Jayesh Prajapati V 1.3 Prepared the initial draft
05th May 2016 Jayesh Prajapati V 1.4 Amendment
REVIEWERS:
Date Reviewer Version Remarks
st
1 March 2015 V 1.2 Review of the document
28th Dec 2015 V 1.2 Review of the document
12th Apr 2016 TPA V 1.3 Review of the document
05th May 2016 TPA V 1.4 Review of the document
DISTRIBUTION:
Date Stakeholder Name Version Purpose

V1.2 Submitted for feedback for
finalizing the document
1st March 2015 & RISL PMU Team
16th-Sept-2015
1st March 2015 & To TPA & PMU Team by V1.2 Submitted for feedback for
16th-Sept-2015 Airtel Team finalizing the document
V1.3
APPROVAL:
Date Name Version Remarks

V1.3
Page 1 of 25
Table of Content
Document Control ............................................................................................. 1
Introduction & Brief Idea ................................................................................... 4
Help desk management ..................................................................................... 5
Incident categorization matrix Table ....................... Error! Bookmark not defined.
SR categorization matrix Table-2.2 ..................................................................... 9
RajSWAN Project Network and Trouble Isolation Procedures through NMS and
HDMS system .................................................................................................. 11
Help desk Activity ............................................................................................ 12
Problem Management Process Roles and Responsibilities ............................... 13
Configuration Management Process Roles and Responsibilities ....................... 15
Continual Service Improvement (CSI) ............................................................... 17
Priority Calculation Details -Impact .................................................................. 18
Helpdesk team &Field Engineer Roles and responsibly for Managing the HDMS
system ............................................................................................................. 19
Helpdesk team details .................................................................................. 21
Working with Stakeholders ......................................................................... 22
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Abbreviations and Definitions

RajSWAN Rajasthan State Wide Area Network
GOR Government of Rajasthan
HDMS Helpdesk Management System
SHQ State Head Quarter
DHQ District Head Quarter
BHQ Block Head Quarter
CISO Chief Information Security Officer
DCO Data Centre Operator
HOD Head of The Department
ISMS Information Security Management System
ISO Information Security Officer
NIC National Informatics Centre
PM-CT Project Manager – Composite Team
PM-DCO Project Manager – Data Centre Operator
RSDC Rajasthan State Data Center
TSCA State Computerization Agency
RajSWAN Rajasthan State Wide Area Network
Page 3 of 25
Introduction & Brief Idea

1.1 RajSWAN Project Overview:
As a part of the overall initiatives of e-Governance, Government of Rajasthan (GoR) proposes to
Setup a Rajasthan State Wide Area Network (RajSWAN) to establish the communication
infrastructure with an aim to improve the administrative efficiency and effectiveness. Thus,
improving the quality of service to a common man. RajSWAN will have a suitable topology, using
state-of-art technologies and have flexibility to expand / upgrade to cover all parts of the state.
RajSWAN would be implemented on Build-Own-Operate and Transfer basis spread over a period of
five (5) years to provide Voice and Video services and Data connectivity to various designated
offices of Government of Rajasthan and other locations as identified by the Govt. of Rajasthan. The
RajSWAN will have a suitable topology, use state-of-the art technologies and have flexibility to
expand/upgrade to cover all parts of the state.
Through implementing RajSWAN, the GoR wishes to achieve the following:
Ø To provide reliable vertical and horizontal communication corridor within the state
administration to make Government more productive and compatible for electronic transactions.
Ø To achieve e-Governance commitment and bring governance closure to public.
Ø To provide efficient service delivery system.
Ø To strengthen Disaster Management Capacity.
1.2 RajSWAN Architecture

The entire RajSWAN is logically divided into two network segments.
Vertical segment
Horizontal segment.
Vertical Segment
The Vertical segment of RajSWAN is composed of a total of 273 Vertical PoPs spread across the
State. These 273 PoPs are classified as: -
Ø 1 SHQ PoP (State Data Centre [SDC], Yojana Bhawan, Jaipur)

Ø 32 DHQ PoPs (1 at each District of the state)
Ø 240 BHQ PoPs (1 at each Block of the state)
Under Vertical segment of the RajSWAN

The SHQ PoP (SDC) shall be linked with four the Divisional headquarters using 10 G link & 2
divisional Headquarters using 1 G link. Their respective DHQ PoPs connected with divisional
headquarters using Point to Point (PTP) 100 Mbps Leased circuits from (Airtel) bandwidth service
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provider, and Each DHQ PoPs shall be linked with all the respective BHQ PoPs over Point to Point
(PTP) 4 Mbps + 4Mbps Leased circuits from BSNL/Airtel bandwidth service provider.
Horizontal Segment
The Horizontal segment of RajSWAN is composed of 3529 GoR offices spread across the State
including 4 offices at New Delhi and 32 District Collectorate /ZillaParisad offices. These 3529 GoR
offices are classified as: -
Ø 1388 Offices are linked with respective DHQ/ BHQ PoP over MLLN Lease Line
Ø 4 GoR offices located at New Delhi Over Lease Line (MLLN)
Ø 966 Offices are linked with respective DHQ/ BHQ PoP over Non-MLLN Lease Line
Ø 1171 Office are linked with respective DHQ/BHQ PoP over OFC-Extension
1.2 Objective:
The objective of document is to improve and ensure the service to the RajSWAN end users by
RajSWAN Operator through the helpdesk setup and helpdesk operation through the service desk &
NMS system as per the relevant ISO standards and compliance with the RajSWAN RFP.
1.3 Scope of helpdesk

Ø Service operation procedures followed for service desk operations and services provided by
the RajSWAN Operator & BSP to the end users/customers under RajSWAN project as
desired in contracts signed and/or SLA and RajSWAN RFP
Ø Helpdesk Management System (HDMS) is implemented from an ITILv3 perspective by

RajSWAN Operator and is integrated with NMS for ensuring 360° functionality including
operations, management and monitoring.
Ø Service Management and checking for service compliance of RajSWAN Operator as desired
in RajSWAN RFP
1.4 Limitations:
Ø The documents is based on our current understanding of the RFP scope of work.
Ø The report may get refined depending on the best possible way of representation.
Ø Approval from RISL, Govt. of Rajasthan would be obtained for any updates and changes.
Ø Not sufficient Manpower defined in RFP, in view of size of Network.
Ø Internet users in RajSWAN Network not using the Antivirus
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Help desk management
Helpdesk Details:
Ø Service desk email id & contact number-

SHQ (RSDC)
Email Id: fms.rajswan@rajasthan.gov.in,
IP Phone-29001
Base Line Number-8003592104 (owner by Trimax)
Ø PRI lines OUT- 0141-2820454 extension 29001 to 5 (60 channels)
Ø PRI lines IN-0141-2820455 extension 29001 to 5 (60 Channels)
Ø User – Collectors, IAS, RAS-DS, Rajbhavan, CSR, CMR, Ministers, Vidhan Sabha, DoIT&C
officers & Field Officers.
Ø Incident & SR categorization matrix- as per the Table -2.1 &Table 2.2
Ø Monitoring tools-
NMS (CA-Spectrum)-To monitor Network Equipment’s &WAN-links.
NMS (CA-Health) –For Reporting of Network equipment’s
HP (under implementation)-To monitor & Reporting of Network Equipment’s &WAN-
links.
Ø Server room (RSDC)- Visit once in a day- morning & evening to check Alarms, error logs on
server.
Ø IP Phone status Verification & Preparing report -3 times in a day
Ø RajSWAN Project Network and Trouble Isolation Procedures through NMS and HDMS
System- Chart No 2.3
Following process adopted for the RajSWAN Help desk management
Ø Helpdesk (Service desk) available at Central Site NOC Yojna Bhawan-SHQ

Ø Calls are received through phone, mail.
Ø Greeting in Hindi- Namaste (or GM, GA), Mein ‘your name’ bol raha/rahi hu IT helpdesk.
Ø Helpdesk Engineer shall provide the first level resolution over phone
Ø Understand the issues over phone, and taking the site details (HO –office)
Ø Verify the sites over NMS whether sites is working or not
Ø If sites not working we will check the service desk any incident / complain register or not,
and asking to our field engineer to visit the site and find out the issues of non-working of
site.
Ø If sites is working Helpdesk Engineer will take follow-up for checking the LAN Network
connectivity and trying to resolve the issues over Phone, if not resolved we will book the
complaint in service desk and assign our concern field engineer.
Ø Calls are logged in service desk
Ø Provide the ticket / complain number to customer.
Ø Taking continues follow-up with engineer, Call updated accordingly.
Ø After resolving the issues, confirmation provide by field engineer, helpdesk engineer will
check the same in NMS and confirm the same with customer.
Ø Closed in Call logging tool (Service desk).
Ø In case there is some issues in equipment SHQ team will provide the primary
troubleshooting and try to resolved
Ø In case we found the equipment faulty Helpdesk Engineer will raised change request in
Service desk, get the approval from PM and escalate the same to concern team member.
Ø If spare equipment available, Logistics team confirm the same and send to field, after
getting the approval from PM
Ø Filed engineer will change the faulty equipment and confirm to Helpdesk team at SHQ.
Ø Helpdesk engineer will confirm the same with NMS and with customer.
Ø Closed the change request.
Ø Details of changed equipment will be maintain over online Inventory Portal.
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Incident categorization matrix Table

Call
Sr. No Service Type Child Call Classification (Issues / Remarks / Reason details)
Classification
1 Government Issues
2 1 Building Electrical Power disconnected
3 2 Building Short circuit issues
4 3 Department has turnoff the Power supply
5 4 Department renovation work/Internal Shifting
6 5 Department Shifted to other Location due to rental building
7 6 Force Majeure
8 7 Lan Extension,Parent site down
9 8 Limitation of Bandwidth
10 9 Low/high voltage issue
Government
11 Issues 10 Major Power Outage (more than 2 hours)
Now DHQ POP is in CCC Data center, power problem at CCC Data
12 11
Center
13 12 Ofc media/electrical/LAN cable cut by govt. department
14 13 Office find Closed-Officials are not sitting in office
15 14 Power Supply not available in Rack Room
16 15 Site cancel
17 Network & 16 UPS, Router, Switch, etc…stolen (FIR Required)
18 Non OS 17 No access/office found closed Government Public holiday
19 equipment’s 18 No access/office found closed(locked)
20 Bandwidth Service Provider
21 1 Bandwidth upgradation under process
22 2 Exchange PCM / Card Faulty
23 3 Exchange Power Issues
24 4 Heavy drops/realaibilty issue
25 5 Link Flapping issue
26 6 Local Lead Error / Local lead Disconnected
BSNL
27 7 MLLN Modem Faulty
28 8 OFC Media Cut
29 9 OFC Media Issue
30 10 Site is ok (shifted) But Bsnl Work is pending (Bsnl Line Issue)
31 11 Team not Available
32 12 Very high latency
33 1 Airtel link network issue
Airtel
34 2 In preventive maintenance
35 1 NKN link b/w SHQ to DHQ is down
NIC (GOVT)
36 2 NKN link b/w SHQ to DHQ is Flapping
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37 3 NKN link b/w SHQ to DHQ is Heavy Droup issue

38 1 Fiber media converter faulty
39 OFC Vendor 2 Fiber/OFC media Cut
40 1 &2 (GOVT) 3 Link Flapping issue
41 4 Parent site down
42 Other Hardware Vendor Issue
43 1 Auto rebooted
Airtel
44 2 Hardware faulty
45 Operator Issues
46 1 Router Card faulty
47 2 Router Faulty
48 3 Serial (Router) cable/power cable not available
49 4 Switch Faulty
50 5 AC To DC modem convertor Faulty
51 6 Non_MLLN Modem Faulty (at BSNL END G.703)
52 7 Non_MLLN Modem Faulty (at HO END V.35)
53 8 UPS Backup drain out and Gen-set not working
54 9 UPS Battery Faulty
Operator
55 10 UPS Burned
Issues
56 11 UPS Card Faulty
57 12 UPS Input Power Not taking
58 13 Engineer not available/absent
59 14 Earthing Issue
60 15 Electrical Cable Cut / short circuit in Rack
61 16 Input Power not coming from Main Meter / Board
62 17 MCB Faulty
63 18 In preventive maintenance
64 19 Ofc media cut/Lan cable cut
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General Issues categorization matrix Table-2.2

Sr No Service Type Call Classification Child Call Classification
1 WAN Link Service Request

2 Wan Link up gradation
3 New LL Request
4 WAN Router configuration
5 Router Installation
6 Preventive maintenance
7 IMAC
8 IP Address Request
9 VLAN Creation
10 VLAN Deletion
11 VLAN Assigning
12 Create route in switch & router
13 Switch configuration.
LAN
14 Cable change
15 Network & Non OS Switch Change
16 equipment’s Switch or IDS configuration
18 IMAC
19 Other network service request
20 IOS up gradation
21 call park
22 Call Conferencing
Call manager
23 call forwarding
24 call blocking
25 IP phone configuration in call manager
26 Firewall Firewall port opening
27 Network Rack Network Rack Service Request
28 problem Preventive maintenance
29 UPS Service request
UPS
31 Critical Patch Installation
32 Create a new ftp user name and password
33 Website content upload & update
Server Windows
34 Folder Access required
35 Disk Quota Increment
36 Website hosting.
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37 New Server installation

38 OS reinstallation
39 To provide IIS & FTP logs
40 Backup & Restoration
41 Antivirus installation
43 IMAC
44 Backup server service Request
45 Backup Server Tape Library service request
47 Antivirus Server configuration
48 Antivirus server Antivirus Auto up_dation Console
49 Antivirus definition file upgrade
50 Storage request
Storage
52 Network Connectivity ( Lan Card)
53 Internet setting & access
Desktop
54 FTP Access
56 Outlook Installation
57 Email Configuration
58 Email New PST Creation
59 Outlook Properties
60 Email Send-Receive Receive- SR
61 End User Management Internet access
62 OS installation
63 Laptop Laptop Installation
64 IMAC
65 Others
66 Video conference VC Setup
67 IP phone installation
68 IP phone Configuration
IP Phone
69 Others
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RajSWAN Project Network and Trouble Isolation Procedures

through NMS and HDMS system
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Help desk Activity
Ø Availability & Bandwidth Utilization Status: Helpdesk team prepare report from NMS and
HDMS in approved format (Annexure-A) Monday to Saturday 12 noon and circulate to OIC-
RajSWAN, TPA team, TCIL, GM-RajSWAN, PM-RajSWAN, PMU team and other stockholders.
Ø Network Status report: Prepare daily UP and Down report from NMS and service desk and
send to GM-RajSWAN, PM-RajSWAN, and Project team at morning 9:45. (This report
circulated internal Management for examine & SLA Management.
Ø Daily Incident & SR report: Prepare daily incident & SR report and send to Project Manager
at evening 7 PM (fms.rajswan@rajasthan.gov.in )
Ø Network Monitoring: It will be managed by Helpdesk team, 10 members (Helpdesk

Engineer & Support Engineer) at SHQ & filed engineers. Monitoring is doing through the CA-
NMS team and incident occurred, immediately Helpdesk Engineer call to filed engineer for
taking factual reason of the sites accordingly ticket will transfer to concert stockholders
(Operator team –Electrical PM, PM and GM, BSNL –transfer to BSNL team siting at SHQ etc.)
Upon resolving the call by concern team will inform helpdesk & same will be confirm
through the NMS tool and closed ticket in tool. In case of dependencies status will be
mentioned accordingly. The Incident & SR report can be generated from tool. Based on the
above process helpdesk team and PM will ensure 24 * 7 UP time of the Network.
Ø Shift handover- Operator following 3 shift every day, Day shift team will send formal Shift
handover mail to day shift, noon shift and evening shift, with necessary reports in particular
format( as mentioned in Annexure-A) . Night shift team will also send formal shift handover
mail to Day shift team, in cc to PM.
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Ø Service desk (Call Logging tool -ITIL Based): access the tool through Address-
http://10.69.0.84:8080/. It will be managed by Helpdesk team at SHQ. The call will be
logged & assigned to engineer. Upon resolving the call engineer will inform helpdesk &
same will be closed in tool. In case of dependencies status will be mentioned accordingly.
The Incident & SR report can be generated from tool.
Ø End user management: as per the Process adopted End users can directly call to helpdesk
number or send email, helpdesk engineer primary understand the issues and try to resolve
over phone, if issues not resolved helpdesk engineer will Open ticket in Service desk and
give SR number to client, same SR number will transfer to concern team member for
resolving the issues, after resolution of issues helpdesk team confirm with the End user and
closed the ticket with thanks.
Problem Management Process Roles and Responsibilities
Ø Gathers the data collected to date by Incident Management.

Ø Analyzes the data collected from various sources relating to the Major Incident.
Ø Analyzes historical data to see whether a new Problem Record needs to be created or
whether an existing Problem Record needs to be updated or reopened and updated
Ø Undertakes any necessary actions to create a Problem Record
Ø Uses agreed trending analysis techniques on data in the Problem Management System,
Incident Management System, and Configuration Management Data Base to uncover trends
Ø If a Problem Record has been created as a result of a Major Incident, logs of the Incident
Records that have been created by the Service Desk in the Problem Record.
Ø If a Problem Record has been created as a result of proactive Problem Management
trending analysis, logs the Incident Records that have been created by the Service Desk in
the Problem Record
Ø Using established criteria, attaches a Priority to the Problem Record.
Ø Verifies that an appropriate Technical Expert has been assigned the Problem.
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Ø Undertakes an investigation into the Problem using documented techniques.

Ø Using the root cause analysis data, completes the Problem diagnosis and documents results
in the Problem Record
Ø Verifies whether there is already a Known Error and matching Workaround in the
Knowledge Management System that relates to this Problem type
Ø Takes the results of the root cause analysis and documents the Known Error in the
Knowledge Management System.
Ø Updates the Problem Record to indicate the Known Error has been documented noting it’s
reference number.
Ø If necessary updates the Incident Record.
Ø Creates a link from all existing Incident and Problem Records to the Known Error in the
Knowledge Management Database.
Ø Discusses the root cause analysis and Known Error.
Ø Discusses options for resolving the Known Error with Technical Experts and Finance team
members.
Ø Documents options for resolution.
Ø Creates a Workaround that allows users to bypass or mitigate the Known Error.
Ø Tests the Workaround.
Ø Gains Approval for the Workaround
Ø Documents the Workaround.
Ø Associates Problem Records in the Problem Management System to the Workaround.
Ø Associates Known Errors in the Knowledge Management System to the Workaround.
Ø Communicates the Workaround.
Ø Confirms with users that the Workaround is working.
Ø Decides whether the Workaround will provide an ongoing fix to the Known error or whether
the impact and severity of the Error are so severe that the costs of a permanent fix via a RFC
are justified.
Ø Generates a Request for Change (RFC) intended to permanently resolve the Problem/Known
Error.
Ø Submits the RFC through the Change Management process.
Ø Makes necessary updates to the Problem Record.
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Ø Makes necessary updates to the Known Error record.

Ø Takes the information provided to the Problem Manager at the Major Problem Review and
makes necessary updates to the Problem Record, Workaround, Known Error.
Ø When all necessary updates have been made to the Problem Record, reviews for accuracy
and then closes the Problem Record.
Ø Generates Reports and Management information as necessary.
Configuration Management Process Roles and

Responsibilities
Ø Helps create a Federated CMDB.

Ø Receives details of proposed Major Change (RFC).
Ø Evaluates whether the information contained in the RFC is sufficient for the purposes of a
Configuration Management impact analysis.
Ø Uses the CMDB to review the RFC for potential impact to other CIs, Relationships, and
Baselines.
Ø Submits a request to add the RFC to the Federated Database Review Meeting agenda for
discussion if necessary.
Ø Completes a CI Impact Analysis.
Ø Registers the CI in the CMDB.
Ø Defines and Tests CI Relationships.
Ø Successful identification and validation of a new CI.
Ø Receives details of Implemented Change.
Ø Updates the CMDB after successful change implementation.
Ø Assists the SME with validation of changes to determine their impact on the CMDB.
Ø Work together to understand what changes need to be made to existing Baselines, whether
a new Baseline is required, whether an increment to an existing Baseline is needed etc.
Ø Evaluates the RFC to determine the impact on existing Baselines.
Ø Verify impact analysis.
Ø Decides whether Baseline is impacted.
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Ø Decides if a re-Baselining is necessary.

Ø Manages Configuration Baselines.
Ø Identifies all CIs comprising a given Baseline.
Ø Contributes to impact analysis.
Ø Works with SME to understand what changes need to be made to existing Baselines,
whether a new Baseline is required, whether an increment to an existing Baseline is needed
etc.
Ø Documents new/amended Baselines as required.
Ø Documents the Baseline changes and increments the version
Ø Creates a new Baseline if required
Ø Reviews the relationships of the CI to be retired. Active CI Relationships must be resolved
before a CI can be Retired.
Ø Updates the CMDB to retire a CI.
Ø Manages the recording, retrieval and consolidation of the current configuration status and
the status of all preceding configurations to confirm information correctness, timeliness,
integrity and security.
Ø Performs the Configuration audit to check that the physical IT environment matches the
contents of the CMDB.
Ø Confirms any discrepancy between the CMDB and the IT environment in terms of CI Status
as discovered during the Status Accounting procedure.
Ø Ensures the discrepancy is fully documented and reported.
Ø Undertakes actions to resolve the discrepancy.
Ø Conducts the Audit at defined control points to check that the physical inventory matches
the contents of the CMDB.
Ø Validates the contents of the CMDB against the physical inventory.
Ø Compares the last validated Baseline to the current environment.
Ø Creates the Audit .
Ø Analyzes audit findings to determine if the unauthorized change is valid or whether it should
be backed-out.
Ø Determines whether a reconciliation rule exists for the documented discrepancy.
Ø Updates the Discrepancy Report with findings.
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Ø Arranges the submission of a RFC if necessary

Ø Works to discover how the discrepancy came to exist and reports on any unauthorized
changes discovered.
Ø Produces and distributes required reports.
Continual Service Improvement (CSI)
Ø Submits requests for new service offerings.

Ø Manages relationship between Customer and IT
Ø Acquires all customer requirements for services.
Ø Prepares and presents Service Commitment to Customer.
Ø Facilitates initiation of services according to terms laid out in the service commitment.
Ø Conducts pre-reviews of customer reports against SLAs.
Ø Initiates investigation when SLAs are not compliant.
Ø Collects subjective customer satisfaction feedback to determine if SLAs accurately measure
service.
Ø Authorizes additions, revisions or retirement of services in the service catalog.
Ø Analyzes process performance data.
Ø Reviews service commitments.
Ø Communicates additions, revisions or retirement of services and service offerings.
Ø Authorizes service level agreements (SLAs).
Ø Negotiates operational level agreements (OLAs).
Ø Documents all operational level agreements (OLAs).
Ø Investigates violation of operational level agreements (OLAs).
Ø Reviews all OLAs to ensure Service Level Objectives can be met.
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Priority Calculation Details -Impact

Following matrix is configured in RajSWAN HDMS
Priority Calculation Options
Impact Default 3 Single Group
Default Ticket Impact value. Override the

Override Impact YES ticket's Impact with the Impact of the
attached Affected Service.
Increment the ticket's Impact with this
Impact Increment 1 value if the ticket's open date is within a
Blackout Window.
3-
Urgency Default Default ticket Urgency value.
Quickly
Override the ticket's Urgency with the

Override Urgency YES
Urgency of the ticket's area.
Increment the ticket's Urgency with this

Urgency Increment value if the ticket's Affected End User
has the Escalate Urgency flag set.
Require the user to enter a justification

Capture Reason NO for manually modifying a ticket's Urgency
or Impact.
Enable for Enable Automtic Priority Calculation for

Templates tickets created from Template.
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Helpdesk team & Field Engineer Roles and responsibly for

Managing the HDMS system
Project Manager RajSWAN

Ø Overall Management of Project
Ø Overall monitor the Helpdesk Management system
Ø Verify the HDMS reports
Ø Analyzed the Incident report end of the day based on Incident categorization
Ø Check & monitor the UP / Running sites report hourly basis.
Ø Check and approve the change management request
Ø Analyzed and plan for spare equipment based on the HDMS report
Ø Assign Vertical segment issues, incident and ticket to concern stockholders.
Ø Monitor shift report and working of shift engineers
Ø Knowledge passing to team members
Ø Identify the common issues, prepare reports and send to customer, higher authority in
Management
Ø SLA Management –report coordination with NMS & HDMS Engineer
Ø Coordinate with TPA for any issues / escalation.
Helpdesk Engineer (Helpdesk Analyst cum Coordinator)

Ø One dedicated Helpdesk engineer monitor and verify the Tickets in HDMS
Ø Monitoring of HO offices and taking follow-up with team
Ø Assign HO segment issues, incident and ticket to concern stockholders.
Ø Prepare daily Incident & SR report
Ø Prepare shift report and transfer next shift engineer
Ø Knowledge passing to team members
Ø Identify the common issues, prepare reports and send to PM on weekly basis
Ø Prepare SLA Management –report coordination with NMS Engineer
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NMS Engineer
Ø Two dedicated engineer Monitor NMS (Spectrum and E-health) tool
Ø Discovery of New commissioned sites in NMS
Ø Manage assets data in NMS
Ø Verify the assets data in NMS & HDMS
Ø Monitoring of Bandwidth utilization
Ø Prepare SLA report
Ø Verify the SLA reports
Ø Monitor and manage the NMS, E-health and Service desk servers
Ø Monitor Network equipment health report
Support Engineer (shift Engineer)

Ø Two dedicated support engineer 24*7 Monitor Vertical segment and take follow up with
field team
Ø One dedicated Helpdesk engineer monitor and verify the Tickets in HDMS
Ø Monitoring of HO offices and taking follow-up with team
Ø Assign HO segment issues, incident and ticket to concern stockholders.
Ø Prepare daily Incident & SR report
Ø Prepare shift report and transfer next shift engineer
Ø Identify the common issues, prepare reports and send to Helpdesk Engineer
Ø Verify the ensure the field engineer availability
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Filed Engineer
Ø Attendance Management and taking signature from local Nodal officers on monthly basis
Ø Attendance statement duly attested/verified by respective Nodal officers of all support staff
deputed by the Raj SWAN operator at different locations is the basic requirement for
payment to operator for QGR
Ø Follow the Escalation Matrix strictly
Ø Electricity / Sub-Meter reading enter every day morning and evening meter reading in
internal Portal.
Ø Monitor all the PoPs, all Equipment’s time to time if any device got faulty and inform to
helpdesk team, MIS, and PM.
Ø Maintaining the UP & DOWN Status of PoP room, with date, time & reason.
Ø Maintaining the UP & DOWN Status of HO Offices
Ø Maintaining the assets reports
Ø Maintaining the Issues
Ø Updating time to time , the status / information to reporting officer
Ø Properly coordinate with BSNL Team (for New implementation of sites, current working or
down working of sites) try to take all escalation in writing.
Ø Knowledge passing to all subordinates
Ø Maintaining the Site visit details
Ø SLA Management
Helpdesk team details

1. Project Manager –RajSWAN
2. Helpdesk Engineer (Helpdesk Analyst cum Coordinator-1, 2 and 3)
3. NMS Engineer
4. Support Engineer-1
5. Field Engineers
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Working with Stakeholders
In this part we will explore how establishing good working relationships relies on a culture of
cooperation where each person within the relationship is working towards the achievement of good
service, how to best set and communicate these goals, and how to manage conflicts of interest.
With Bandwidth Service Provider: - BSNL is the Bandwidth service provider for the RajSWAN
Project. As per the Project requirement one dedicated team working with the RajSWAN Project.
RajSWAN Operator team closing working with the BSNL team. Operator has provided the HDMS
tool access to the same team. As per the process Operator assign BSNL issues to the same team
over HDMS tool and emails services, after checking and verification of the issues at Operator end.
BSNL team accept the same and taking following with their filed team. After rectification of the
BSNL issues, BSNL team has informed to Operator team over email for verification, after getting link
UP on NMS tool Operator will closed the issues. In some cases Operator need to escalate the same
as per the escalation chart.
With Government PMU Team: - As per the Project requirement Government / RISL has assign one
dedicated PMU team for RajSWAN Project. Team review & Monitor the Project status. Team will
help out the issues related to field department. Every weekend team take feedback & reports from
RajSWAN Operator.
With Government TPA Team: - M/s PWC nominated as Third Party Agencies for the RajSWAN
Project. TPA team will monitor the Network and Network performance through the NMS & HDMS
tool. In case team observed any discrepancies in Network downtime, Bandwidth related or
inventory, team report the same, also take clearance from other stockholders. TPA team also visit
the filed sites, and also report the same to government.
Page 22 of 25
1.5 Escalation Matrix: Please get in touch with the below Responsible persons from our Service Delivery Team for any service related issues.
Vertical
Escalation Escalation Time
PoP Contact Name Position Email ID More Details
Level Duration
Level
NMS & Helpdesk Helpdesk Number :
1st Level Immediate Engineer (Open Engineer fms.rajswan@rajasthan.gov.in 8003592104
Tickets) IP Phone Number :29001
2nd Level Immediate Jayesh Prajapati Project Manager, RajSWAN jayeshprajapati@in.ibm.com 9680600999
DHQ
Ajay Mishra Project Director RajSWAN ajaymishra@in.ibm.com 9958222332
3rd Level Two Hour
PMU Team RISL-Team sda.rajswan@gmail.com
Y. K. Maurya OIC-RajSWAN osd.telecom@rajasthan.gov.in
4th Level Three Hours
Taruna Awasthi TPA taruma.awasthi@in.pwc.com 9829608239
Vertical
Escalation Escalation Time
PoP Contact Name Position Email ID More Details
Level Duration
Level
NMS & Helpdesk Helpdesk Number :
1st Level Immediate Engineer (Open Engineer fms.rajswan@rajasthan.gov.in 8003592104
Tickets) IP Phone Number :29001
2nd Level One Hour Jayesh Prajapati Project Manager, RajSWAN jayeshprajapati@in.ibm.com 9680600999
BHQ
Ajay Mishra Project Director RajSWAN ajaymishra@in.ibm.com 9958222332
3rd Level Three Hours
PMU Team RISL-Team sda.rajswan@gmail.com
Y. K. Maurya OIC-RajSWAN osd.telecom@rajasthan.gov.in
4th Level Four Hours
Taruna Awasthi TPA taruma.awasthi@in.pwc.com 9829608239
Annexure –A: Shift Handover Format:
SHQ NOC shift Handover-Taken over Details

Date
Handover Shift time (Night / Morning / Day)
Shift Handover Engineer Name
Shift Taken over Engineer Name
Monitoring Status
Sr. Down on Down on Down
Description / Task UP Down Other
No BSNL Operator on GoR
1 SHQ Devices (Total Devices are 45)
2 Total DHQ Vertical PoP Status
3 Ticket Open status of DHQ Vertical PoP
4 Total BHQ Vertical PoP Status
5 Ticket Open status of BHQ Vertical PoP
6 Total HO Status
7 Ticket Open status of HO
Work Status Status (Yes/ NO) Remark
NMS report of DHQ Vertical PoP Uploaded on
1
SLA Portal(Availability & Reachability)
NMS report of BHQ Vertical PoP Uploaded on
2
SLA Portal (Availability & Reachability)
HDMS Ticket (Down Time Details) Updated on
3
SLA Portal
4 HO (Google Sheet) - Updated till the time
Note / Remark :
Page 24 of 25

Helpdesk Management Procedure

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Helpdesk Management Procedure

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2/11/2019 Helpdesk

DOCUMENT TITLE: HELPDESK MANAGEMENT DOCUEMENT OF RAJSWAN PROJECT.

ABSTRACT: THIS DOCUMENT DESCRIBES THE HELPDESK PROCESS OF RAJSWAN BEING

DOCUMENT PUBLICATION HISTORY:

Date Stakeholder Name Version Purpose

Date Name Version Remarks

Abbreviations and Definitions

Introduction & Brief Idea

Through implementing RajSWAN, the GoR wishes to achieve the following:

1.2 RajSWAN Architecture

Ø 1 SHQ PoP (State Data Centre [SDC], Yojana Bhawan, Jaipur)

Under Vertical segment of the RajSWAN

1.3 Scope of helpdesk

Ø Helpdesk Management System (HDMS) is implemented from an ITILv3 perspective by

Ø Service desk email id & contact number-

Following process adopted for the RajSWAN Help desk management

Ø Helpdesk (Service desk) available at Central Site NOC Yojna Bhawan-SHQ

Incident categorization matrix Table

37 3 NKN link b/w SHQ to DHQ is Heavy Droup issue

General Issues categorization matrix Table-2.2

1 WAN Link Service Request

37 New Server installation

RajSWAN Project Network and Trouble Isolation Procedures

Help desk Activity

Ø Network Monitoring: It will be managed by Helpdesk team, 10 members (Helpdesk

Problem Management Process Roles and Responsibilities

Ø Gathers the data collected to date by Incident Management.

Ø Undertakes an investigation into the Problem using documented techniques.

Ø Makes necessary updates to the Known Error record.

Configuration Management Process Roles and

Ø Helps create a Federated CMDB.

Ø Decides if a re-Baselining is necessary.

Ø Arranges the submission of a RFC if necessary

Continual Service Improvement (CSI)

Ø Submits requests for new service offerings.

Priority Calculation Details -Impact

Priority Calculation Options

Impact Default 3 Single Group

Default Ticket Impact value. Override the

Override the ticket's Urgency with the

Increment the ticket's Urgency with this

Require the user to enter a justification

Enable for Enable Automtic Priority Calculation for

Helpdesk team & Field Engineer Roles and responsibly for

Project Manager RajSWAN

Helpdesk Engineer (Helpdesk Analyst cum Coordinator)

Support Engineer (shift Engineer)

Helpdesk team details

Working with Stakeholders

Annexure –A: Shift Handover Format:

SHQ NOC shift Handover-Taken over Details

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