Syngenta - Global Site Ops Manual - Final Ver. (1.0)

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1、Syngenta–GlobalSiteOperationsManualGSDMProcessLibraryReleaseCertificateStatusofthisDocument:ReleasedDocumentVersion:1.0ReleaseDate:16/11/2016Reference:GSDM-0000621Syngenta–GlobalSiteOperationsManualDocumentControlTitle:Syngenta–GlobalSiteOperationsManualClient:Syngent

2、aReference:GSDM-00006Version:1.0ReleaseDate:16/11/2016Author:GaryMartinTotalPages:53intotalSecurityClass:UnrestrictedDistribution:[DistributionList](listtherecipientsforeachversion)Disclaimer:Thisdocumentisuncontrolledwhenprinted.DocumentApprovalApprovedBy:GTNSyngenta

3、TransitionTeamApprovedbye-mailRevisionHistoryVersionDateIssuedByStatusComments(Updatethishistorytableforeachversion)Draft0.104/10/2016GaryMartinDraft0.217/10/2016GaryMartinDraft0.309/11/2016GaryMartinDraft1.017/11/2016GaryMartinFinalApprovedforreleaseforEngineertraini

4、ng.Version:0.5.Date:17/11/16CommerciallyConfidentialPage53of53Syngenta–GlobalSiteOperationsManualTableofContents1DeskSideSupportServices-introduction52SyngentaLocations62.1Locationcategories63ServiceWindowandServiceLevelAgreement83.1ServiceWindow83.2ServiceLevels84Eng

5、ineers94.1EngineerSkillsandKnowledge94.2RequirementstoSupportSyngentaSites94.3LocalLanguageSupport104.4HouseRules&CodeofConduct104.5Attachments104.6ContactInformation104.7TicketManagementSystem104.8Training&certification114.9PhysicalSiteAccessrequirementsatSyngentaPla

6、nts114.10Health&SafetyequipmentrequirementsatSyngentaPlants114.11SyngentaOnsiteStockLocations124.12SyngentaGlobalServiceDesk–ContactOptions124.13Reimaging–Syngentaimagedeploymentinstructions134.14IssuesorEscalations135CoreDeskSideSupportServices145.1IncidentManagement

7、165.2ServiceRequestFulfilment:IMACDsupport245.3ProblemManagement425.4ConfigurationManagement425.5Ship-toSupport425.6LocalServiceDeskSupport445.7GoodsReceipt475.8SECSupport(VIPSupport)–BaselOnly475.9AdHocRequests476OptionalServices486.1Projects486.2OutofOfficeHoursSupp

8、ort486.3WalkinCentres:487Appendices497.1Definitions49Version:0.5.Date:17/11/16CommerciallyConfidentialPage53of53Syngenta–Glo