Non North East IT Support – Customers Welcome to your Non North East IT Support To gather valuable information on the current processes for the IT Support of non North East Customers, please can you complete this short survery, thank you. Which site do you primarily work from? Please rate the quality of IT Support you receive? 1 - Poor 2 3 4 5 6 7 8 9 10 - Excellent Are you clear where to go if you have an IT issue? Yes No If applicable, when you first started with NECS how easy did you find the setup of your IT equipment? 1 - Hard 2 3 4 5 6 7 8 9 10 - Easy We would be grateful if you could provide any feedback on your overall experience of IT that may assist us in improving the service. Time's up
Welcome to your Non North East IT Support To gather valuable information on the current processes for the IT Support of non North East Customers, please can you complete this short survery, thank you. Which site do you primarily work from? Please rate the quality of IT Support you receive? 1 - Poor 2 3 4 5 6 7 8 9 10 - Excellent Are you clear where to go if you have an IT issue? Yes No If applicable, when you first started with NECS how easy did you find the setup of your IT equipment? 1 - Hard 2 3 4 5 6 7 8 9 10 - Easy We would be grateful if you could provide any feedback on your overall experience of IT that may assist us in improving the service. Time's up
Starters Process Survey Welcome to your Starters Process Survey Name Which Team are you from? Field Support Service Desk Remote Support Access Control \ Procurement Stores Team Networks Management Overall how do you rate the current starters \ leavers process? (1=Terrible, 10=Excellent) 1 2 3 4 5 6 7 8 9 10 For new starters do you get enough infromaton to be able to complete the request? Yes No If no, what extra information do you require? For starters are you clear about the process to follow? Yes No For starters do you think the process works well? Yes No If no, what changes would you make to improve the process? Have you any other comments to make about the starters process? For Leavers do you get enough infromaton to be able to complete the request? Yes No If no, what extra information do you require? For Leavers are you clear about the process to follow? Yes No For Leavers do you think the process works well? Yes No If no, what changes would you make to improve the process? Have you any other comments to make about the Leavers process? Have you any final comments? Time's up
Welcome to your Starters Process Survey Name Which Team are you from? Field Support Service Desk Remote Support Access Control \ Procurement Stores Team Networks Management Overall how do you rate the current starters \ leavers process? (1=Terrible, 10=Excellent) 1 2 3 4 5 6 7 8 9 10 For new starters do you get enough infromaton to be able to complete the request? Yes No If no, what extra information do you require? For starters are you clear about the process to follow? Yes No For starters do you think the process works well? Yes No If no, what changes would you make to improve the process? Have you any other comments to make about the starters process? For Leavers do you get enough infromaton to be able to complete the request? Yes No If no, what extra information do you require? For Leavers are you clear about the process to follow? Yes No For Leavers do you think the process works well? Yes No If no, what changes would you make to improve the process? Have you any other comments to make about the Leavers process? Have you any final comments? Time's up
Customer Survey Service Desk Survey Welcome to the Bi-annual Service Desk customer survey. We would be grateful if you could spend a few minutes to help us further improve the service. Pease rate the Service Desk in the following areas; Time taken to get through to the Service Desk Excellent Good Satisfactory Poor Very Poor Knowledge of the Service Desk staff Excellent Good Satisfactory Poor Very Poor The amount of time you have to spend on the phone with an Analyst Excellent Good Satisfactory Poor Very Poor How confident are you your issue will be resolved first time, without you needing to call back? Very Confident Confident Neutral Unconfident Very Unconfident How do you rate our Knowledgebase? (https://servicedesk.necsu.nhs.uk) Excellent Good Satisfactory Poor Very Poor Not aware of it Have you any other comments to make about the Service Desk, and areas we could focus future improvement initiatives on? Time's up
Service Desk Survey Welcome to the Bi-annual Service Desk customer survey. We would be grateful if you could spend a few minutes to help us further improve the service. Pease rate the Service Desk in the following areas; Time taken to get through to the Service Desk Excellent Good Satisfactory Poor Very Poor Knowledge of the Service Desk staff Excellent Good Satisfactory Poor Very Poor The amount of time you have to spend on the phone with an Analyst Excellent Good Satisfactory Poor Very Poor How confident are you your issue will be resolved first time, without you needing to call back? Very Confident Confident Neutral Unconfident Very Unconfident How do you rate our Knowledgebase? (https://servicedesk.necsu.nhs.uk) Excellent Good Satisfactory Poor Very Poor Not aware of it Have you any other comments to make about the Service Desk, and areas we could focus future improvement initiatives on? Time's up
Peer Approver Quiz Welcome to your Peer Approver Quiz Email 1. Which of the following is true? Peer Approval is required before the implementation of all Minor and Major Changes CAB Approval is required for all Changes Peer approval must be sought before an Emergency Change All post testing must be peer approved for Minor and Major Changes 2. You want to replace a switch at the Data Centre. You require an hours downtime to do the work, but you judge as you've done this before there is little to no risk of anything going wrong. What type of change is this? Minor Change Service Request Major Change Information Only Change 3. A department within NECS wants a new version of Visio installing. You have arranged licences, and have decided to deploy this using SCCM to save time. What type of Change would this be? Information Only Change Major Change Minor Change Service Request 4. BT are making a Change to their Infrastructure and advise NECS that the N3 Network will be unavailable for an hour on a Sunday morning. What type of Change is this? Information Only Change Minor Change Service Request Major Change 5. When Peer approving a Major Change before CAB which of these do you need to ensure? That post Testing evidence has been attached Check with members of the CAB that they will approve it All risks are correctly documented, along with their likelihood There are enough words in each box 6. Which of the following would not go in the Change Description? The customers that will be affected What is going to be changed Will downtime \ Comms be required Why testing will not be possible 7. Which of the following should not be put in the risk section? The system is likely to fail very soon if this change is not implemented Some users may not be able to get into the system if the SQL Database corrupts A risk the system may be unavailable on Monday if the patch isn't installed correctly If the change goes wrong the downtime may be extended significantly 8. A Back out plan should be (Select all that apply) Sufficiently detailed that you understand how this will be achieved When not possible explain the reasons why the change cannot be reversed Realistic and achievable A single sentance saying reverse whats been done 9. Which of these is correct for the Post Testing strategy? N\A should be entered if not possible Should contain the actual results Should be a brief description of what testing will be carried out Should document what testing will be carried out and the expected results Time's up
Welcome to your Peer Approver Quiz Email 1. Which of the following is true? Peer Approval is required before the implementation of all Minor and Major Changes CAB Approval is required for all Changes Peer approval must be sought before an Emergency Change All post testing must be peer approved for Minor and Major Changes 2. You want to replace a switch at the Data Centre. You require an hours downtime to do the work, but you judge as you've done this before there is little to no risk of anything going wrong. What type of change is this? Minor Change Service Request Major Change Information Only Change 3. A department within NECS wants a new version of Visio installing. You have arranged licences, and have decided to deploy this using SCCM to save time. What type of Change would this be? Information Only Change Major Change Minor Change Service Request 4. BT are making a Change to their Infrastructure and advise NECS that the N3 Network will be unavailable for an hour on a Sunday morning. What type of Change is this? Information Only Change Minor Change Service Request Major Change 5. When Peer approving a Major Change before CAB which of these do you need to ensure? That post Testing evidence has been attached Check with members of the CAB that they will approve it All risks are correctly documented, along with their likelihood There are enough words in each box 6. Which of the following would not go in the Change Description? The customers that will be affected What is going to be changed Will downtime \ Comms be required Why testing will not be possible 7. Which of the following should not be put in the risk section? The system is likely to fail very soon if this change is not implemented Some users may not be able to get into the system if the SQL Database corrupts A risk the system may be unavailable on Monday if the patch isn't installed correctly If the change goes wrong the downtime may be extended significantly 8. A Back out plan should be (Select all that apply) Sufficiently detailed that you understand how this will be achieved When not possible explain the reasons why the change cannot be reversed Realistic and achievable A single sentance saying reverse whats been done 9. Which of these is correct for the Post Testing strategy? N\A should be entered if not possible Should contain the actual results Should be a brief description of what testing will be carried out Should document what testing will be carried out and the expected results Time's up
