Incident Management (trouble management)

The computing center (RZ) as the central service provider of the TUHH, strives for an excellent quality of service aligned to the needs of its customers. Therefore, international accepted standards of IT service management (ITSM) are used (ITIL V3).

Against this background, especially the process Incident Management was identified, which will be established in the computing center (RZ) of the TUHH in 2010.

An important goal is the establishment of a Single Point of Contact (SPOC), which will standardize the contact possibilities and optimize the processing of requests. The ITSM-tool EcholoN, as a Trouble Ticket System (TTS), represents the foundation of structured reception of incident reports and service requests.


Abb.: Single point of contact (SPOC) from october 1st.

The organisation of the single point of contact (SPOC) seperates between the telephone calls and emails on one side and the personal contact on the other side. Telephone and email contact is supposed to be directed to the Service Desk (SD), while the service staff of the User Service Center (USC) can focus on personal requests.