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In the IBM data center to the Service Desk, The rules apply for to both Rhodia and Solvay legacies.


As our internal organization for "Global Application Hosting Services (GAHS)" has changed, please report incidents to IBM service desk only! .
Do NOT report them anymore to SC-TAS, RCS or Datacenter Technical Teams.

Please find here the best practices for incident processing with IBM.

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 1.

Reporting the incident to the IBM Service Desk

We recommend to register the incident into Maximo tool, preferably to writing write an email to IBM Service Desk.

If the incident resolution is urgent: always  Always give a phone call to the IBM Service Desk and mention as reference to the Maximo ticket (or your email if so).

Clearly describe the incident, its urgency and impact so that the Service Desk agent can assign the correct priority to the incident.

 
(single sign-on to access all IBM tools)

IBM Service Desk email address slvhd@be.ibm.com

IBM Service Desk phone number +32 2 711 8500

3. Reference documentation

Detailed information for the incident processing, like:

  • "How to determine the correct incident priority?"

  • "What information has to be provided for incident reporting?"

  • "How to use Maximom tool?"

can be found in the Google Site: https://drive.google.com/a/solvay.com/?tab=wo#folders/0B8nskIorpPmgZ0ctMEV6YUVMMmM
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2.

Follow up the incident resolution

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