Service Delivery Stays in SOP
BROCENT HRM manages the training program and certification for all nominated technicians. Only certified technicians are authorized to attend remote and/or onsite support activities. Such program covers for all technical team member including but not limited GSD Service Desk Team, TSC Second Line Support Team, FSS Onsite Support Team and so on.
# | English Name of SOP, Guide and/or Policy | Version | Status |
1 | Definition of Incident &Task Priority | R0.3 | Published |
2 | Worklog Management Policy | R0.2 | Published |
3 | Management Policy for Service Escalation and Complaint Process | R0.3 | Published |
4 | Complaint Process Template | R0.1 | Published |
5 | Service Desk System User Guide | R1.4 | Published |
6 | Warehouse and Parts Management Policy | R0.4 | Published |
7 | TPL – Parts General Ledger | R0.1 | Published |
8 | TPL – Parts Stock Out | R0.5 | Published |
9 | TPL – Parts Stock In | R0.5 | Published |
10 | TPL – Parts Requisition Form | R0.2 | Published |
11 | TPL – Faulty Part Process Form | R0.2 | Published |
12 | FTE Technician Timesheet Management Policy | R0.2 | Published |
13 | Dispatch Technician Availability Management Policy | R0.3 | Published |
14 | Service Quality and Record Management Policy | R0.7 | Published |
16 | TOP 10 Customer Service Hyper-care Practice | R0.3 | Published |
17 | Technical Service and Work Handover Policy | R0.1 | Published |
18 | Service Delivery Performance Management KPI | R0.1 | Published |
19 | Standard IT Service Tools Management Policy | R0.3 | Published |
20 | IT Onsite Service Report Management Policy | R3.1 | Published |
21 | Customer Onboard Welcome Letter Guide | R2.0 | Published |
22 | Customer and new Project Onboard and Service Enabler Policy | R2.0 | Published |
23 | IT Service Scope of Work and Service Guide | R0.5.1 | Published |
24 | Token Service Billing Rule | R1.4.1 | Published |
25 | Standard IT Service Report | R2.4 | Published |
26 | Hotline Support Management Policy | R0.11 | Published |
27 | Preventive IT Managed Service Policy | R0.1 | Published |
28 | Field Technician Behavior Management Policy | R0.5.1 | Published |
29 | Technician Training and Certification Management Guide | R0.3 | Published |
30 | FTE Assignment Change Management Policy | R0.2 | Published |
31 | BROCENT Employee Management Charter | R10.1 | Published |
32 | Privilege User Account and Password Management Policy | R1.0 | Published |