Division 5.2.2.1 Agreement

Norway shall make available a service desk for responding to incidents assigned to Norway, for giving assistance and to carry out testing. The working hours of the service desk should be the same as the working hours of the ITSM Service Desk during ITSM working days. Norway's service desk shall operate at a minimum between 10:00-16:00 CET during working days, except on its national holiday. It is recommended that Norway's service desk follows the ITIL service support guidelines in handling the questions and incidents.