Summary of a Standard Operating Procedure

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Can I get someone to write a 3 page report? I need for my job by 5pm

1.I need it in your own words.


 
 

 
 

 

Standard
  Operating Procedure
?


Standard Operating Procedures 

 

Online


 



New Hire



 


 

  Is this an SOP for Disaster Recovery ?


 

 


 

 


 


 

 


 

 

Title  ?


 

 

 
 
Loaner PCs


 

 

LoS  ?


 

 

IFS


 

 

  For Use in : Territory ?


 

 

 
 
US


 

 

  For Use By : Organization ?


 

 

 
 
Ops - Customer Support


 

 

For Use By : Group  ?


 

 

Deskside, FS-AMS


 

 

  Function\Process  ?


 

 

 
 
SO - IT Operations Management


 

 

  Keyword  ?


 

 

 
 
N/A


 

 

IT Service  ?


 

 

Asset Management, Third Party Review


 

 

Process Owner  ?


 

 

Deborah L Reeve/US/GTS/PwC, Dafne
  Shane/US/Visitor/PwC


 

 

Support Contact  ?


 

 

US IT FS AMP Team Notes Link


 

 

Document Sponsor  ? 


 

 
 

 

US IT Deskside Communications &
  Marketing Advocates, Deborah L Reeve/US/GTS/PwC, Lisa J. Bram/US/GTS/PwC,
  Dafne Shane/US/Visitor/PwC


 

 

Notification Type  ?


 

 

No Email


 

 
 


 

Note this information is subject to change - please refer back
to this document/database frequently for the most up to date information.



 



 

Explanation/Resolution/Procedure:



 



 

This document defines the term "Loaner PC" and
procedures surrounding Loaner PC equipment distribution, tracking and
recovery.  This document is separated
into five sections.



 

Section 1 addresses requests for standard loaner assets.
Section 2 address 24 hour loaner requests. 
Section 3 address requests for Tax Third party Review loaner requests.
Section 4 addresses requests for Assurance Third Party Review loaner requests. Section 5 provides guidance for recovery of loaned assets.


 

Standard loaner PC is defined
as the deployment of one or more PCs to a PwC staff for a period NOT to exceed 30
days**.  Only assets designated
as non-redeployable may be used to fill loaner PC requests.  Non-redeployable assets include assets with
less than 90 days left on PC replacement date including those that do not meet
the minimum specifications for redeployment. 


 

At
the expiration of the loan period or at the end of 30 days, whichever comes
first, the asset must be returned to US IT. 
Extensions beyond the initial 30 days will
require the requester to follow the Request
for Exception Procedures
Notes Link.  US IT will make a best
effort
attempt to fulfill Loaner requests but makes no guarantee that all
requests can be filled. 
Shipment of assets between markets to fill general loaner
requests is prohibited. 


 

24 Hour Loaner - 24 hour
loaner is for a single loaner computer for use by a customer who is in need of
a loaner for 24 hours or less. Loaners for a greater length of time, or for
multiple loaner requests will follow the standard loaner process.  *** 24 hour loaner pools are a preset
number of PCs and  are not to be
exceeded.  If you have no "24 hour
loaner" PCs available and you are not able to accommodate request, do
not use other equipment outside of this identified pool
.  If it becomes apparent that your office is
commonly out of this type of PC, please contact your RAM. These loaners are
configured with Windows 7 and require a 30 minute personalization.



 

 



 

  Usages of a 24 hour loaner are:


 

· 
Break/fix of 2 hours or more. US IT will
offer a 24 hour loaner to all customers who will be without their primary
computer for 2 hours or more during a break/fix service request.



 

· 
Lost/Stolen PC. A loaner will be offered
while the replacement PC is configured.



 

· 
Single day presentation computer
requests. For use if a customer needs one single day loaner PC to present
materials during a meeting.



 

· 
Customer forgets PC at home. Upon
request, US IT will provide a loaner for use during the same business day. (if
a pattern of use in this particular case is apparent with same customer report
to your manager)


 

TAX Third Party Reviews
requests for loaner PCs must meet all requirements which define a loaner PC as
indicated in the standard loaner PC guidance. Additionally, the loan period for
these PCs cannot exceed 30 days.


 

Assurance Third Party Reviews requests for loaner PCs will only be filled with assets
where the Operational Status field is set to "Available" and the
Usage field is set to "TPR" and these assets can only be used for
Third Party Reviews. **No maximum period will be necessary for
Assurance
Third
Party Review
Loaners.  However, an Approved Until Date is
mandatory for Third Party Review assets. Shipment of assets between markets to
fill Tax Third Party Review loaner requests using existing TPR allocated
equipment is permitted.


 

IMPORTANT NOTE:  All requests for Standard Loaners will be
filled by utilizing cross line of service non-redeployable assets.  Assets in ATS with Operational Status
set to AVAILABLE and Usage set to TPR are the only assets that can be
used for Assurance Third Party Review requests and they can not be used
for any other type of request. Assets
in ATS with Operational Status of AVAILABLE and Usage set to
LOANER are the only assets that can be used for 24 Hour Loaner requests and
they can not be used for any other type of request.



 



 

Non-redeployable assets used as loaners may not be loaned for
a period that extends beyond the 10th of the month in which they meet their PC
expiration.


 

Step 1:  Staff initiates request for loaner PC by
accessing IT Self Service Pro and submitting a hardware request for laptop.
Alternatively, staff can contact  1-877-PwC-HELP
(1-877-792-4357) and request a loaner PC (KB 15197 & use Description to
identify as standard loaner).


 

Step 2:  Ticket is routed to local US IT Help desk
nearest staff.  Local US IT will provide
best-effort support to locate and provide PC to fill request utilizing equipment
categorized as non-redeployable
.


 

Note:  Neither
redeployable available, nor Operational Status=hot spare equipment may be used
to fill Loaner PC requests. Only assets that are designated as NON-redeployable
and are located within the local market may be used. There are no exceptions to
this policy.



 



 

(2.1) If PC is located, you
must document serial #, staff GUID, employee ID & name, and date of return
in the Description field of the Service Manager Interaction (kb 15197) and escalate to an Incident Ticket .The Incident ticket should remain in
your local DS queue and be updated with any relevant updates (i.e. configured,
ready for pick up etc...)



 

Note: All loaner PCs that are to be deployed to staff should be
newly re-imaged with standard build (Notes Link) and configured before deployment to ensure that all prior
user's Firm data is removed from the PC.


 

(2.2)  Once PC is picked up
by the customer, DS performs the following updates to the Incident:


 

(2.2.1) Add to Subject line pickup date (ie, LAPTOP LOANER PD
7/22/13
)


 

(2.2.2) Assign the Incident ticket to your local PC Management queue
so the PC can be assigned to the customer



 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with LAPTOP LOANER and pickup date.



 

 



 

Step 3: In ATS, assignment of PC must be done
manually.  Local Asset Manager (AMA)
updates ATS record from information contained in theService ManagerAsset
Exception list. Refer to the Updating ATS through the SM9 PC Management
Queue
Notes LinkSOP for details. 



 

 



 

(3.1) Record any relevant
information in the User Note field of the ATS asset record.



 

 



 

(3.2)  Set Personnel
field to reflect staff's employee ID and press Enter on your keyboard to
populate remaining customer detail fields.


 

(3.3)  Set Operational
Status
field to ASSIGNED and Usage field to LOANER.


 

Step 4: AMA adds New Update
Type and New Update to reflect asset was assigned in ATS and changes assignment
back to local DS queue.


 

Step 5: Upon loaner PC
return, DS performs the following updates to the Incident:


 

(5.1) Add to Subject line return date (ie, LAPTOP LOANER PD
7/22/13, RD 8/2/13)


 

(5.2) Adds New Update Type and New Update to reflect asset was
returned by customer


 

(5.3) Assign the Incident ticket to your local PC Management queue
so the PC can be de-assigned from the customer



 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with LAPTOP LOANER and return date.



 



 

(5.4) Local US IT GDisks the loaner PC to remove all Firm data and
follows repair process as applicable.


 

Step 6: AMA completes
de-assignment of PC.  Local Asset Manager
(AMA) updates ATS record from information contained in theService
Managerticket in PC Management queue. Refer to the Updating ATS
through the Asset Exception Tab
Notes Link SOP for details. 
Remove User comments.


 

Step 1: Local US IT staff
will create an SM9 ticket using KB 15197 (use Description to identify as 24
hour loaner)


 

Step 2: Local US IT will
provide a 24 hour loaner, if available.


 

Note:  Only assets that
are designated as "24 hour loaner" within the local office may be
used. There are no exceptions to this policy.
If you have no "24 hour loaner" PCs available, you
are not able to accommodate request.


 

(2.1) If PC is located, you
must document serial #, staff GUID, employee ID & name, and date of return
in the Description field of the Service Manager Interaction (kb 15197) and escalate to an Incident Ticket .The Incident ticket should remain in
your local DS queue and be updated with any relevant updates (i.e. configured,
ready for pick up etc...)



 

Note: All loaner PCs that are to be deployed to staff should be
newly re-imaged with a standard Windows 7 build (see How to build a PwC
Windows 7 PC kb 51323
for details). Once imaged they should
be configured using the PC - 24 hour Loaner Configuration Process Notes Link.


 

(2.2)  Once PC is picked up
by the customer, DS performs the following updates to the Incident:


 

(2.2.1) Add to Subject line pickup date (ie, LAPTOP LOANER PD
7/22/13
)


 

(2.2.2) Suspend ticket to reflect return date & await customer
return (ticket remains in local DS queue). DS must follow up with customer if
return date is exceeded.



 

Note: ATS will not be updated as these PCs are already designated
with Usage=Loaner and should not be changed.



 

 



 

Step 3: Upon loaner PC
return, DS performs the following updates to the Incident:


 

(3.1) Add to Subject line return date (ie, LAPTOP LOANER PD
7/22/13, RD 8/2/13)


 

(3.2) Adds New Update Type and New Update to reflect asset was
returned by customer


 

(3.3) Local US IT GDisks the loaner PC to remove all Firm data and
follows repair process as applicable.


 

Step 4: DS images 24-Hour
Loaner PC using the PC - 24 hour Loaner Configuration Process [Notes Link]. 



 

Note: These loaners
should remain on the shelf pre-configured with Windows 7, and require a 30
minute personalization.


 



 

Step 1: Staff initiates
request for loaner PC by accessing IT Self Service Pro and submitting a
hardware request for laptop. Alternatively, staff can contact 1-877-PwC-HELP
(1-877-792-4357) and request a loaner PC.


 

Step 2: Ticket is routed to
local US IT Help desk nearest staff. 
Local US IT will provide best-effort support to locate and provide PC to
fill request utilizing equipment categorized as non-redeployable
.Note:
If a PC requires imaging, follow the Imaging Tax TPR PCs and Loading the
Client Data
section with the Tax Third Party Review Process Best
Practice/Guidelines Notes Link.


 

Note:  Neither
redeployable available, nor Operational Status=hot spare equipment may be used
to fill Loaner PC requests. Only assets that are designated as NON-redeployable
and are located within the local office may be used. There are no exceptions to
this policy.



 



 

(2.1) Local US IT sends
customer Tax Third Party Review - Client Email Notes Linkinforming customer on proper procedures
that must be followed to prepare for TPR. 
At this time, Local US IT asks for and notes the name of the customer's
engagement.


 

Note: Expected lead time is five days before TPR to allow enough
time for US IT to find equipment for request. A best effort approach will be
made to fulfill these requests.


 

(2.2) If PC is located, you must document serial #, staff GUID,
employee ID & name, and date of return in the Description field of the
Service Manager Interaction (kb 15197) and escalate to an Incident Ticket .The Incident ticket should remain in
your local DS queue and be updated with any relevant updates (i.e. configured,
ready for pick up etc...)



 

Note: All loaner PCs that are to be deployed to staff should be
newly re-imaged with standard build (Notes Link) and configured before deployment to ensure that all prior
user's Firm data is removed from the PC.


 

Note: The Asset Tracking FormNotes Link can also be created and kept with the PC until it is picked
up.



 

 



 

(2.2)  Once PC is picked up
by the customer, DS performs the following updates to the Incident:


 

(2.2.1) Add to Subject line pickup date (ie, LAPTOP LOANER PD
7/22/13
)


 

(2.2.2) Assign the Incident ticket to your local PC Management queue
so the PC can be assigned to the customer



 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with LAPTOP LOANER and pickup date.



 

 



 

Step 3: In ATS, assignment of PC must be done
manually.  Local Asset Manager (AMA)
updates ATS record from information contained in theService ManagerAsset
Exception list. Refer to the Updating ATS through the SM9 PC Management
Queue
Notes LinkSOP for details. 



 

 



 

(3.1) Record any relevant
information in the User Note field of the ATS asset record.



 

 



 

(3.2)  Set Personnel
field to reflect staff's employee ID and press Enter on your keyboard to
populate remaining customer detail fields.


 

(3.3)  Set Operational
Status
field to ASSIGNED and Usage field to LOANER.


 

Step 4: AMA adds New Update
Type and New Update to reflect asset was assigned in ATS and changes assignment
back to local DS queue.


 

Step 5: Upon loaner PC
return, DS performs the following updates to the Incident:


 

(5.1) Add to Subject line return date (ie, LAPTOP LOANER PD
7/22/13, RD 8/2/13)


 

(5.2) Adds New Update Type and New Update to reflect asset was
returned by customer


 

(5.3) Assign the Incident ticket to your local PC Management queue
so the PC can be de-assigned from the customer



 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with LAPTOP LOANER and return date.



 



 

(5.4) Local US IT GDisks the loaner PC to remove all Firm data and
follows repair process as applicable.


 

Step 6: AMA completes
de-assignment of PC.  Local Asset Manager
(AMA) updates ATS record from information contained in theService
Managerticket in PC Management queue. Refer to the Updating ATS
through the Asset Exception Tab
Notes Link SOP for details. 
Remove User comments.


 

Step 1: Staff initiates
request for loaner PC by accessing IT Self Service Pro and submitting a
hardware request for Third Party Review. Alternatively, staff can contact
1-877-PwC-HELP (1-877-792-4357) and request a loaner PC.


 

Step 2: Ticket is routed to
local US IT Help desk nearest staff. 
Local US IT will provide best-effort support to locate and provide PC to
fill request utilizing equipment categorized as AVAILABLE-TPR.



 

Note:  Only assets that
are designated with an Operational Status=Available and Usage=TPR may be
used.  No other PCs may be used to fill
Third Party Review Loaner PC requests. 
All TPR assets, regardless of location, may be used to fill Third Party
Review loaner requests.



 



 

(2.1) Local US IT sends
customer Third Party Review - Client E-mail Notes Link informing customer on proper procedures that must be
followed to prepare for TPR.  At this
time, Local US IT asks for and notes the name of the customer's engagement.


 

Note: Expected lead time is five days before TPR to allow enough
time for US IT to find equipment for request. A best effort approach will be
made to fulfill requests needed in less than five days. 


 

(2.2) If PC is located, you
must document serial #, staff GUID, employee ID & name, and date of return
in the Description field of the Service Manager Interaction (kb 45804) and escalate to an Incident Ticket .The Incident ticket should remain in
your local DS queue and be updated with any relevant updates (i.e. configured,
ready for pick up etc...)


 

Note: All loaner PCs that are to be deployed to staff should be
newly re-imaged with standard build (Notes Link) and configured before deployment to ensure that all prior
user's Firm data is removed from the PC.


 

Note: The Asset
Tracking Form
Notes Link can also be created and kept with the PC until it is picked
up.


 

(2.3)  Once PC is picked up
by the customer, DS performs the following updates to the Incident:


 

(2.3.1) Add to Subject line pickup date (ie, Third Party Review
Request for Aura PD 7/22/13)


 

(2.3.2) Assign the Incident ticket to your local PC Management queue
so the PC can be assigned to the customer



 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with Third Party Review Request for
Aura and pickup date.



 

 



 

Step 3: In ATS, assignment of PC must be done
manually.  Local Asset Manager (AMA)
updates ATS record from information contained in theService ManagerAsset
Exception list. Refer to the Updating ATS through the SM9 PC Management
Queue
Notes LinkSOP for details. 



 

 



 

(3.1) Record any relevant
information in the User Note field of the ATS asset record.



 

 



 

(3.2)  Set Personnel
field to reflect staff's employee ID and press Enter on your keyboard to
populate remaining customer detail fields.


 

(3.3)  Set Operational
Status
field to ASSIGNED and Usage field to TPR.


 

Step 4: AMA adds New Update
Type and New Update to reflect asset was assigned in ATS and changes assignment
back to local DS queue.


 

Step 5: Upon loaner PC
return, DS performs the following updates to the Incident:


 

(5.1) Add to Subject line return date (ie, Third Party Review
Request for Aura PD 7/22/13, RD 8/2/13)


 

(5.2) Adds New Update Type and New Update to reflect asset was
returned by customer


 

(5.3) Assign the Incident ticket to your local PC Management queue
so the PC can be de-assigned from the customer



 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with Third Party Review Request for
Aura and return date.



 



 

(5.4) Local US IT GDisks the loaner PC to remove all Firm data and
follows repair process as applicable.


 

Step 6: AMA completes
de-assignment of PC.  Local Asset Manager
(AMA) updates ATS record from information contained in theService
Managerticket in PC Management queue. Refer to the Updating ATS
through the Asset Exception Tab
Notes Link SOP for details. 
Remove User comments.


 

To facilitate the Asset Recovery process outlined in this
Standard Operating Procedure, DS will need to monitor the local DS queue for
any loaner or TPR tickets that have exceeded their suspend date. The local AMA
has no visibility to when something is expected back and is relying on tickets
being routed to the local PC Management queue for assignment/de-assignment.


 

Step 1: The DS staff will monitor SM9 at least weekly, checking for
unsuspended LOANER or TPR tickets in which the PC has been picked up but
the  equipment has not been returned
according to the Activities section in SM9.



 

 



 

(1.1) DS sends an e-mail to the requester along with a copy of the
Request for Exception form asking that the asset be returned within 2 working
days or the Request for Exception form be completed and returned (see the Loaner
PC Recovery Template
Notes Link). Update the New Update Type and New Update fields to
reflect action taken. If not returned, proceed with Step 1.2. Otherwise, skip
to Step 2.



 

 



 

(1.2) If no response to e-mail, DSwill contact requester by phone requesting the asset be
returned within 1 working days. Update the New Update Type and New Update
fields to reflect action taken. If not returned, proceed with Step 1.3.
Otherwise, skip to Step 2.



 

 



 

(1.3) If still no response, DS updates the Incident with the
following:


 

(1.3.1) Update the Subject with no response/not returned (ie, LAPTOP
LOANER NR)


 

(1.3.2) Change the assignment group to reflect the local PC
Management queue


 

Note: AMA must look at the SM9 local PC
Management queue daily for Incident records with Third Party Review Request for
Aura or Loaner and no response/not returned.



 

Thelocal office Asset Management
contact will record appropriate comments in the User Note field
regarding the status of the recovery efforts and steps taken.  Asset remains assigned to the person with Usage
set to LOANER or TPR.



 

Example: If staff did not respond to asset recovery due diligence
process, comments should be:  (9/16/13,
9/18/13, 9/19/13 NO RESP AR DD - NKN)


 

Step 2: Upon return of the
asset to US IT by the requester, a receipt for return can be provided in the
form of a printed copy of the Service Manager ticket.


 

Step 3: The local office
Asset Management contact will update the ATS asset record to return equipment
to the AVAILABLE Operational Status and appropriate Usage following the Deploy/Manually
Change ATS Assets
SOP Notes Link. All User Note information should be removed from the
ATS record.



 

· 
In the case of general loaner or TAX
Third Party Review request PCs, change the Usage field to AVAILABLE.



 

· 
In the case of assets reserved for
Assurance Third Party Reviews, confirm Usage=TPR.


 azkid65@yahoo.com

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