STS

BAHAGIAN TEKNOLOGI PENDIDIKAN Kementerian Pelajaran Malaysia

Support Ticketing System (STS) Sistem Pelaporan Masalah Disediakan oleh;

Merupakan satu inisiatif ICT yang menyokong pelaksanaan perkhidmatan sokongan ICT KPM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],PENGENALAN

[object Object],[object Object],[object Object],[object Object],TUJUAN SISTEM

SKOP SISTEM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Level Agreement ARAS 1 ADUAN DARI SEKOLAH ADUAN SELAIN DARI SEKOLAH ARAS & ORGANISASI SOKONGAN ARAS 2 ARAS 3 ,[object Object],[object Object],BTPN ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BTP

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Pentadbir Guru Guru Penyelaras IT (ITC) Pelajar ARAS 2 BTPN ,[object Object],[object Object],[object Object],[object Object],ALIRAN SOKONGAN

PENGGUNA SISTEM BTP Melaporkan Masalah Pengadu Sekolah Melaporkan masalah Sekolah PTPB / PKG Menyelaras aktiviti sokongan di peringkat Daerah / Zon PKG/PTPB PTPB / PKG BTPN Menyelaras aktiviti sokongan di peringkat Negeri BTPN BTP Menyelaras aktiviti sokongan Aras 2 Support L2 BTP Menyelaras aktiviti sokongan Aras 1 Support L1 BTP Menyelaras aktiviti sokongan Aras 1 / 2 Support Admin BTP Menguruskan pentadbiran sistem Pentadbir sistem Lokasi Fungsi Kumpulan

SERVICE LEVEL AGREEMENT 1 Day 2 Days 4 Days Service Level Agreement ARAS 1 ARAS 3 ARAS 2 ADUAN SELAIN DARI SEKOLAH ADUAN DARI SEKOLAH ESCALATE TO BTPN CLOSE COMPLETED IN-PROGRESS OPEN PKG / PTPB ESCALATE TO L2 CLOSE COMPLETED IN-PROGRESS OPEN BTP / SUPPORT L1 ESCALATE TO BTP CLOSE COMPLETED IN-PROGRESS OPEN BTPN CLOSE COMPLETED IN-PROGRESS OPEN BTP / SUPPORT L2 CLOSE COMPLETED IN-PROGRESS OPEN BTP / SUPPORT L2

STATUS TIKET ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PELAPORAN ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

STS

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