ServiceDeskIMAC (Install, Move, Add and Change) Service
IMAC (Install, Move, Add and Change) Service
IMAC covers all day-to-day activities associated with the scheduling and
installation of hardware and software, changes to configuration, de-installation
and relocation of equipment, including connectivity testing, data transfer and
user orientation.
The objectives of this service are to install equipment with a minimum
disturbance of the day-to-day operation and to provide the end-users on-the-spot
familiarization with the equipment. Activities concerning hardware relocation or
de-installation, and changes to configurations should be performed as scheduled
and to the agreed standards, with minimum loss of end-users’ productivity time.
The definition of IMAC Services:
• Install
Unpacking and connection of a new system including directly
attached peripheral devices that are part of the Supported Desktop Products and,
upon completion of such unpacking and connection, conducting the
manufacturer's standard installation tests to verify that the hardware and
software are functional with network connectivity.
• Move
Disconnecting a currently installed system unit, including the
directly attached peripheral devices, packing the equipment for movement from
the
current End User's location at a Facility to the new End User
location within the same Facility (or within 15 minutes walk of the initial
facility) and
for the same or another End User, unpacking and reconnecting the
same system unit and the directly attached peripheral devices upon
completion of such activities to verify the hardware and software
are functional with network connectivity. Move from site to site means the
same definition as Move, except requires moving from one facility
to another in excess of 15 minutes walk. The customer will incur the associated
costs of logistic/freight between the two sites directly. A move
of equipment from one country to another is to be considered a project.
• Add
o Hardware - installing an additional external device (such as an
external modem, disk, printer, scanner, etc) and appropriate device driver to
a currently installed system unit.
o Software - installing software Standard Products, to a
currently installed system unit, (via diskette or other method), including the
basic
customization as defined in the Procedures
Manual.
o To both hardware and software, verify through the installation
test, as described in the Procedures Manual.
• Change
o Hardware - performing a modification to an existing system unit
such as a hardware upgrade (to add functionality) or a downgrade
(to remove functionality), including a device driver and, upon
completion of such activity, conducting the installation tests, as defined in
the
Procedures Manual, to verify the hardware and software are
functional with network connectivity.
o Software - performing a modification to an existing software
configuration according to specific documentation or instructions, such as
setting up network icons or customizing an
application load and, upon completion of such activities, conducting the
installation tests, as
defined in the Procedures Manual, to verify
that the hardware and software are functional with network connectivity.
o Software upgrades or changes that represent significant
functional enhancements and require changes to data structure (for example,
Windows 2000 to Windows XP) will be handled.