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سياسة الدعم الفني

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document_type=policy entity=format:application/pdf language=ar taxonomy_l1=education taxonomy_l2=higher_education validity_confidence=0.0
3 صحه 1 من
<table><tr><td>IT_D_P08</td><td>ترميز السياسه</td><td rowspan="4">سياسه الدعم الفني</td></tr><tr><td>عماده تقنيه المعلومات والتحول الرقمي</td><td>مالك السياسه</td></tr><tr><td>IT@taibahu.edu.sa</td><td>البريد الالكتروني للقطع</td></tr><tr><td>3</td><td>عدد صفحات السياسه</td></tr></table>
ملخص السياسه والهدف منها:
تهدف هذه السياسه الي وضع اطار تنظيمي لتقدم الدعم الفني في مجال تقنيه المعلومات داخل الجامعه وتشمل السياسه تحديد الاجراءات والمعابير اللازمه لضمان توفير الدعم الفني الفقال للمستخدمين مع الحفاظ علي استمراريه الاعمال وتقليل فترات التوقف وضمان اداء عال ومستدام للاظمه التقنيه.
نطاق تطبيق السياسه:
تطبق هذه السياسه علي جميع منسوبي الجامعه واي طرف اخر يحتاج الي خدمات الدعم الفني لتنقيه المعلومات. كما تنطبق علي
الانظمه والتنبيقات والبنيه التحتيه التقنيه المستخدمه في الجامعه.
المصطلحات والتعريفات:
يقصد بالالفاظ والعبارات الاتيه- اينما وردت في هذه السياسه - المعاني الموضحه امام كل منها:
- القنوات المتاحه (Available Channels) : وسايل الاستفسار والتواصل المحدده مثل الهاتف الشبكي والبريد الالكتروني
والحضور الشخصي ونظام داعم لتقدمي البلاغات.
• الدعم الفني (Technical Support) : يشمل تقدميم ساعده لحل المشكلات التقنيه والاجابه علي الاستفسارات المتعلقه
بالانظمه والتطبيقات.
(Support Levels): مستويات الدعم
(Level 1) المستوي الاول : التعامل مع الطلبات والمشاكل البسيطه والشايعه.
(Level 2) المستوي الثاني : التعامل مع المشكلات الاكثر تحقيقا التي تتطلب معرفه متقدمه.
(Level 3) المستوي الثالث : حل مشكلات الكبيره التي تحتاج الي تدخل الفرق الفنيه المتخصصه.
نص السياسه:
4.5 تلتزم الاداره المختصه بوضع اليه تصعيد للدعم الفني تضمن معالجه المشكلات التقنيه بكفاعه وسرعه وفقا لمستويات دعم فني
محدده يتم من خلالها تصعيد الطلبات غير المحوله تدريجيا بناء علي درجه تعقيد المشكله وذلك علي النحو التالي:
المستوي الاول : (Level 1) التعامل مع الطبات والمشاكل البسيطه والشايعه.
- المستوي الثاني : (Level 2) التعامل مع مشكلات الاكثر تعقيدا التي تتطلب معرفه متقدمه.
- المستوي الثالث : (Level 3) حل مشكلات الكبيره التي تحتاج الي تدخل الفرق الفنيه المتخصصه.
4.2 تلتزم الاداره المختصه بتنظيم اليات تقدمي البالغات الفنيه واداره الطلبات وفق معايير الاستجابه المحدده وذلك وفقا للاتي:
4.2.1 تقديم جميع البالغات الفنيه عبر نظام اداره الطلبات التقنيه المعتمد لضمان التوثيق والمراقبه الفعاله.
الاستعمال
الرسد
جامعه طيبه
TAIBAH UNIVERSITY
VR282
جامعه طيبه
دليل السياسات العامه

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3 صحه 3 من
: 6. اللوايح والانظمه المرجعه
.(ITIL) المعايير الدوليه لافضل الممارسات في اداره خدمات تقنيه المعلومات
- سياسات تقنيه المعلومات الخاصه بالمؤسسات الرايده.
- الابحاث الاكاديميه والمقالات المتخصصه في اداره الدعم الفني.
- اللوايج والقوانين المحليه والدوله المتعلقه بتقنيه المعلومات والامن السيراني
الاستعماليه
الاستعماليه
الاستعماليه
الاستعماليه
الاستعماليه
جامعه طيبه
دليل السياسات العامه