Incident
Something is broken or degraded: VPN down, app crash, model sync issue, printer failure, or login error.
Goal: restore service quicklyITIL aligned service desk
EX Support
Single point of contact for incidents, service requests, access, changes, problems, security events, and AEC/BIM technology support.
Service desk status
Design storage, mail, collaboration tools, BIM licensing, VPN, and endpoint services are currently operational.
P115 min acknowledge
ITILIncident to closure
99%Core tools uptime
Service desk model
Log, classify, prioritize, resolve, and learn.
EX Support follows an ITIL-style helpdesk flow so every request has a clear category, impact, urgency, SLA target, owner, communication path, and closure note.
ITIL Process
Choose the right ticket path
Classifying correctly helps EX Support route, prioritize, communicate, and close faster.
Service Request
Standard request: access, software installation, equipment, group membership, new user setup, or guide.
Goal: fulfill approved requestChange Request
Planned change to systems, permissions, templates, devices, standards, integrations, or production setup.
Goal: assess risk before changeProblem
Repeated or root-cause issue: recurring crashes, repeated license errors, model corruption, or frequent outages.
Goal: prevent recurrenceEmployee Controls
Mandatory technology actions
These keep employee accounts, project data, and studio devices protected.
Password and MFA
Keep MFA active, update recovery options, and never share OTPs or passwords.
Review monthlyReport phishing
Forward suspicious email, Teams links, or file requests before opening or sharing data.
Report immediatelyBack up project work
Store project files in approved studio locations, not local desktop or personal cloud.
Every workdayDevice health
Install required updates, restart weekly, and report battery, performance, or license issues early.
Weekly checkSLA Matrix
Priority, impact, and response targets
Priority is based on business impact and urgency, not only who raised the ticket.
PriorityExampleAcknowledgeTarget updateTarget resolution
P1 CriticalStudio-wide outage, security incident, project deadline blocked today15 minEvery 30 min4 business hours
P2 HighProject team blocked, BIM model inaccessible, license pool down30 minEvery 2 hours1 business day
P3 MediumSingle employee productivity affected, software issue, access delay4 hoursDaily3 business days
P4 LowHow-to, planned request, enhancement, non-urgent setup1 business dayAs needed5 business days
Service Catalogue
What EX Support handles
Access and accounts
Project folders, email groups, VPN, Teams, SharePoint, permissions, and new user access.
Devices and peripherals
Laptop setup, hardware issues, accessories, docking, displays, workstation performance.
AEC and BIM tools
Revit, Rhino, Grasshopper, Navisworks, Enscape, plugins, templates, and licensing support.
Network and VPN
Office network, remote access, VPN errors, slow connectivity, and project file sync issues.
Security
Password help, phishing reporting, data protection, secure sharing, and device compliance.
Guides and onboarding
Setup checklists, app guides, software standards, naming rules, and joining support.
Ticket Lifecycle
How ITIL support flows
Every ticket follows a visible path from logging to closure and review.
Capture and classify
Ticket is logged as incident, service request, change, problem, or security event with impact and urgency.
Prioritize and assign
EX Support validates business impact, SLA, owner, required approvals, and communication channel.
Resolve or fulfill
Team restores service, fulfills request, applies approved change, or investigates root cause.
Confirm and learn
Requester confirms outcome, closure notes are added, and repeat issues become problem records.
Knowledge Base
Resolve common issues faster
Self-help first where possible. Raise a ticket when the guide does not restore service.
ITIL Ticket Desk
Raise EX Support ticket
Include category, service, impact, urgency, device/app, project, error, screenshots, and business deadline.