Section 5.1 – Standard MS / ITIL Practices

The list below is not exhaustive and will not always reflect specific agreements unique to a customer's contract.

Section 5.2 – Optional MS / ITIL Practices

DSP does not deploy the following Managed Service Practices by default, these are defined as enhanced service offerings. If the following Practices are required, DSP Customers are asked to raise this with their Account Manager.

Customers may have specific requirements for Quarterly or Annual Business Reviews or a periodic steering meeting. Additional requirements for increased touch points should be raised with your Account Manager as part of the Execute stage of the Customer Journey.

Section 5.3 – Service Reporting

Many customers will have the Service Reporting Process specified as part of their contract. For others, it should be viewed as an optional service (Section 5.2). Where access to Service Reporting needs to be discussed with the customer’s Account Manager. However, as a key part of DSP's Service Offering, we have included a brief overview below.

DSP can provide both service reviews and event reporting on a regular basis at a mutually agreeable frequency to suit both our Customers and DSP. This can be discussed as part of your Onboarding with DSP, as per stage 2 of the Customer Journey.

While DSP can provide customers with example documents outlining the process, we have provided a brief overview of the SRM standard reporting below:

Section 6.3 – How do I reset my Customer Support Portal Password?

Should a customer require a password reset, please email support@dsp.co.uk and a member of the Service Desk team will create a temporary, single-use password. Please be aware that this email will be sent from directly from the Customer Support Portal (Cherwell) and you will be required to change your password at first log on. Requests must come from a business email address to be actioned.

NB – Please do not use the ‘Support’ option in the Customer Support Portal as will be unable to service the request. All password resets must be sent via email to the email address above.

Section 8.1 – Requested Information

When raising a new Incident or Request with DSP, to speed up both the creation and subsequent diagnosis and resolution if you can provide the following information:

Section 9.1 – How do I view my Incidents or Requests

On the main dashboard home page, you will see all your incidents and requests. You can change the column headings if you would like to see a different summary of information.

If you click View All, you will see all your raised incidents and requests.

Please note – The above dashboard will show only those tickets raised by you personally. Should you need to see all your organisation’s tickets, please contact the DSP Service desk who will be able to enable this for you.

Section 9.2 – Adding More Information

If you click on an Incident or Request from either the home page or the Service Desk Portal Dashboard it will take you to the item. From here you can click on Edit (top left): where you can add additional documents or comments to your ticket if necessary.

To add a comment, click the ‘Add Comment’ box. Once done, click ‘OK’.

To add a file or screenshot, first, click Edit and then click Attach. Once done click Submit.

Section 9.3 – Viewing Details and Updates

In the main incident window, the ticket history and resolution details are hidden by default.

To access them, click on the box surrounded by arrows toward the bottom of the screen, and drag it up (on the far right of the grey line in the screenshot below).

You will now be able to view additional notes and updates.

Section 10.1 – Inside UK Office Hours, 08:30 - 18:00

We have various methods of contacting us during working hours which are detailed below for easy reference:

Raise a ticket via our Customer Support Portal: