User Guide

Table 3. Cross competency tasks and responsibilities (continued)
Task Dell Technologies Customer
security patching per service
requirements.
● Provide primary customer point-of-
contact (POC) for any service
inquiries, incident notifications, and
support requests.
● Provide ongoing management
and mitigation of risks, issues,
escalations, and disputes.
Performance management
● Ticket Queue Management:
incidents, changes, and requests
monitored, escalated, and updates
completed
● Performance Dashboard with:
incidents, changes, and requests
status presented in the Dell Service
Management Portal.
● Escalation Management: issues
managed to resolution and status
reported.
● Monthly Service Performance Target
Report: incidents, changes, requests
presented in the Dell Service
Management Portal.
● Review progress and results.
Incident management
● Technical and leader bridge calls
managed, and status reported.
● Service Restored: analyzed, tested,
implemented, and status reported in
the Dell Service Management Portal.
● Review progress and results.
Problem management
● Incident report published. Sev1 at the
discretion of Dell.
● Corrective action items tracked to
completion.
● Review progress and results.
Change management
● Assess risk, prioritize, and schedule
change requests and status viewable
in the Dell Service Management
Portal.
● Changes coordinated, completed,
and status viewable in the Dell
Service Management Portal.
● Review progress and results.
Request management
● Analyze requests and associated
scheduled change requests and
status viewable in the Dell Service
Management Portal.
● Request activities coordinated,
fulfilled, and status viewable in the
Dell Service Management Portal.
● Review progress and results.
Service management ticketing portal
● Provision, manage, and troubleshoot
account in the Dell Service
Management Ticket Portal.
● Execute operational monitoring and
reporting.
● Review progress and results.
Self-service ticketing capacity
● Add, modify, or remove customer
accounts after initial delivery of
owner account.
● Add, modify, or remove user
accounts after initial delivery of
owner account.
Roles and responsibilities 5