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

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

 1. Reporting the incident to the IBM Service Desk

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

If the incident resolution is urgent: always give a phone call to the IBM Service Desk and mention as reference 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.

IBM Maximo web access https://www.ess8.uk.smi.ibm.com:8452/maximo 
(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

2. Follow up the incident resolution

 You can always follow the status of an incident by logging into the Maximo tool.

If the incident resolution is not delivered as expected, please contact our GAHS teams (IS-Adagio-SAP-Operations@solvay.com or IS-Adagio-Wintel@solvay.com) for escalation.

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