INCIDENT & PROBLEM MANAGEMENT

Transcription

1 Balsharaf Group IT POLICY & PROCEDURE DOCUMENT INCIDENT & PROBLEM MANAGEMENT Disclaimer This document is the proprietary and exclusive property of Balsharaf Group. No part of this document, in whole or in part, may be reproduced, stored, transmitted, or used for design purposes without the written permission of Balsharaf Group. The information contained in this document is subject to change without notice. You can get latest version from HR Portal or from Balsharaf IT s File server in Primary Data center

2 Review Committee The following IT Steering committee staff are involved in the review of this document: Name Designations Signature Maqsood Ali Khan Kartitikeyan Krishnamoorthy Faisal Ahmed Siddiqui Abdul Kareem ERP Support Manager Systems Manager Manager Networks SAP BASIS Administrator Rakesh Karpuraru Parakkan Thodika Abdussalam SAP ABAP Lead Sr IT Help Desk Supervisor DOCUMENT APPROVAL While the following signatories are the initial approvers of this document, any future updates will be done electronically via HR Portal and file server. Owner: Abdulla Salem Balsharaf Approver: SAJID RIAZ Cell #: Cell :# Designation: IT Manager Designation: Chief Information Officer Signature: Signature: Page 2 of 16

3 Table of Contents Review Committee 2 DOCUMENT APPROVAL 2 1. INTRODUCTION Audience 4 2. Roles 5 3. Procedure (Incedents and Tasks) recording Incident and tasks user requests ( Incident / tasks) Log User Request Response Work Solve Incident Close Re-Open Incident 8 4. Process Flow 9 5. Procedure (Problem) Log Problem Work on Problem Solve Problem Update KEDB Close Problem Escalations & Management Procedure daily open issues meeting SLA review Weekly IT MANAGEMENT MEETING IT STEERING COMMITTEE Definitions and Terms Breach Exceptions 16 Page 3 of 16

4 1. INTRODUCTION All user Requests in an IT organisation need to be centrally logged and tracked in order to enable correct follow-up and reporting. This document contains the procedure, roles and responsibilities for logging and tracking Incidents and Problems with Balsharaf Group IT.Introduction This Incident & Problem Management procedure is intended to be used by the Balsharaf Group IT department and its customers (users). All Balsharaf Group IT customers can log Incidents (Requests) using the IT Help Desk tool. They will be followed up by the Balsharaf Group IT Department Help Desk service. The IT Help Desk can be reached on or Sunday to Thursday, 8am to 5pm). 1.1 AUDIENCE The intended audience of this document is any employee of Balsharaf Group and its entities. It is specifically intended to be read by all Balsharaf Group IT employees. Page 4 of 16

5 2. Roles End-user / Customer: any employee or contractor from Balsharaf Group or its entities. Assignee: person whom the Incident or Problem is assigned to. He is responsible for its resolution or for escalating/referring to somebody who can resolve/complete it. Help Desk Supervisor: person responding to end-user calls, logging and tracking Incidents/Problems, communicating with the end-user and functional escalation within IT organisation. Page 5 of 16

6 3. Procedure (Incedents and Tasks) 3.1 RECORDING INCIDENT AND TASKS There are 3 means of logging an Incident or Tasks: By calling By ing ithelpdesk@balsharafgroup.com In person He should have clear description of the what is wrong/needed, the Help Desk Supervisor records all Incident details in the system and an containing the Ticket number is sent to the End-user after recording of the request. 3.2 USER REQUESTS ( INCIDENT / TASKS) Log User Request The Service Desk agent determines the priority based on Impact and Urgency. The Impact is based on the number of users who are impacted by the Incident. The Urgency is based on the speed with which a solution is required in order for the user to continue working (this is directly linked to the Service Priority). In the table below a guideline is given as to determining the impact and urgency but the Service Desk agent may use his/her sound judgement to adjust this. For instance, for a VIP user such as the CEO, a priority 1 may be assigned all though only 1 user is impacted. Table 1: Definition of Priority, Impact and Urgency: Numeric Reference Priority Urgency (based on Service Priority) 1 High Mission Critical 2 Medium Business Critical 3 Normal Business Operational 4 Low Administrative Services The Incident record also classifies the Incident functionally which results in the assignment of the Incident to the appropriate line of Support Team. Page 6 of 16

7 As soon as the request is logged, the timer starts for the measurement of resolution time (based on the resolution targets defined in the internal SLA). Status: Open Response The Assignee reviews the request details and commence investigation on. Updates Priority, Category, Technician and contacts the users for getting clarity on the request through the Helpdesk Ticket number if needed. Status: Open Work The Assignee will commence investigation and determine the root cause and try to find a solution or workaround. If he cannot find a solution, he will escalate the Incident/task to the next support level. If the root cause cannot be established within a reasonable time (as documented in the SLA), the Problem Manager creates a Problem record in the Service Management Tool and relates the Incident to the Problem record. It is then the responsibility of the respective Problem record assignee, to investigate and identify a workaround and permanent solution If the incident resolution requires a change to the baseline, a Request For Change must be completed via the Change Management Process and Procedure (refer to Change Management Procedure ). Status: Open Solve Incident When a solution or workaround is found, the Assignee implements the solution and updates the Service Management Tool with the following information: Resolution details Resolution Category Status: Resolved He can also optionally indicate a Service Improvement Action and Root cause An automatic notification is sent to the End-User. NOTE: the timer for measurement of Resolution time is stopped as soon as the status is set to Solved. Status: Resolved Page 7 of 16

8 3.2.5 Close The Incident is automatically closed after 1 day from Resolution time, unless the Customer notifies the Service Desk that the Incident is still not resolved.if the latter is the case, the Incident Status is set back to Re-open. Status: Closed Re-Open Incident If an End-User reports that the Incident is not solved, after Incident Resolution or Incident Closure, the status of the set back to Re-open. Status: Re-Open Page 8 of 16

9 4. Process Flow The detailed Incident Management workflow: IT Helpdesk (Incident & Task) Management Process Service Desk Request Assignee Outgoing IT Help Desk Notification Telephone/Visit/ /Web Inform customer on the request status Service Desk receives customer request Yes Is Call Already logged? No IT HelpDesk Log request details Manual Initial assessment of the request, contact user for clarity (if needed). Lost, Stolen or Damaged IT Asset? No Manual Yes Procedure to handle Lost/ Stolen/Damaged IT Asset IT Help Desk generates to the user and assignee IT Help Desk Assess and set Service classification and function Investigate request and identify resolution IT HelpDesk Assess and Set Priority Assignment Message RFC Required? No Yes Change Management Procedure Manual Implement Resolution IT HelpDesk Save record to generate ticket # & Assign to Support Team No Manual Verify resolution with user Solution Successful? IT Help Desk sends automatic 1 st and 2 nd level escalation s to IT Manager and CIO if SLA time is approaching and request if still unresolved Yes IT HelpDesk IT HelpDesk Auto Close Call Update Resolution, Category, Priority, Solution to resolve the ticket IT Help Desk generates to the customer informing Resolution of calls and Requesting customer to complete (user Satisfaction Survey) Page 9 of 16

10 5. Procedure (Problem) 5.1 LOG PROBLEM Problems are logged by the Problem Manager, person who identified the issue and responsible for getting it resolved. He can detect Problems in several ways: By trying to support users on a Incident/task and discovering the problem in that process by looking for similar Incidents in the Service Management Tool by looking for Incidents whose resolution is taking longer than accepted (as documented in SLA) through the infrastructure and application monitoring tools throuh another Balsharaf IT employee/contractor The Problem is then assigned to the appropriate Support Engineer ( Problem Assignee ) based upon the classification by the Problem Manager. NOTE: As soon as the Problem is logged, the timer starts for the measurement of resolution time. Problem Status: OPEN 5.2 WORK ON PROBLEM The Problem Assignee accepts the Problem and starts to work on it. The Problem Assignee will determine the root cause of the Problem and try to find a solution. If he cannot find a solution, he will reassign the Problem to an engineer better suited to find the root cause. Problem Status: OPEN 5.3 SOLVE PROBLEM When a solution is found, the Problem Assignee implements the solution or if a Change is required, raises an RFC with Change Management (see Change Management Procedure ). He then updates the Help Desk Management Tool with the following information: Resolution Status: resolved NOTE: the timer for measurement of Resolution time is stopped as soon as the Problem status is set to Solved. Status: RESOLVED 5.4 UPDATE KEDB The person who resolved the Problem updates the KEDB (Knowledgebase) with the cause of the Problem, the symptoms and the resolution if applicable. Page 10 of 16

11 Status: KEDB Updated 5.5 CLOSE PROBLEM The Problem Manager/assignee closes the Problem after final verification it is effectively solved. Status: Closed Page 11 of 16

12 6. Escalations & Management Procedure IT Help desk software is configured to automatically ESCALATES any incident or task ahead of SLA breach to designated IT Management staff via . First level of escalation is to IT Manager, it gets triggered as soon as the SLA time is approaching. Second level escation is to CIO and it gets triggered before centain amount of time per SLA before SLA breach, idea is to allow some time to IT manager to investigate the issue and try to get it resolved before it is escated to CIO. 6.1 DAILY OPEN ISSUES MEETING IT Division Managers (SAP, Network, HHT & Retail, Systems & Data center) conduct meetings with thier respective division staff daily to Look into open issues, Delays and possible solutions. Seek CIO s help and advise where ever needed for resolving issues 6.2 SLA REVIEW Meeting & follow-ups can be called by IT manager as and when required based on SLA escalations and breach report from IT Helpdesk tool On CIO s request to priortise certain tasks/requests Business user s request Seek CIO s help and advise where ever needed for resolving issues 6.3 WEEKLY IT MANAGEMENT MEETING CIO conduct weekly meeting every Thursday at 9:30 with IT Steering committee members to review Pending incident for respective IT division SLA breaches Status of RFCs Project Status Page 12 of 16

13 6.4 IT STEERING COMMITTEE Meetings are conducted with respective business teams based on Project Status meeting (Scheduled meetings on running projects) IT initiatives & Service/Process improvements (as and when needed) New requirements (as and when needed) Balsharaf Group - IT Steering Committee Members Name Designation Department Mohamed Ali Balsharaf CEO BOD Sajid Riaz CIO Information Technology Abdulla Salem Balsharaf IT Manager Information Technology Maqsood Ali Khan ERP Support Manager Information Technology Faisal Ahmed Siddiqui Manager Networks Information Technology Kartikeyan Krishnamoorthy Systems Manager Information Technology Business Heads (based on Company) GM/Director Finance Head (based on Company) CFO/Finance Manager Finance HR Head (based on Company) HR Director/Manager HR Purchasing Head (based on Company) Purchasing Manager Procurement Manufacturing Head (based on Company) Production Manager Production Sales head (based on Company) Division Manager/Operation Manager Sales/Operations Page 13 of 16

14 7. Definitions and Terms Service Management Tool: the tool used for logging, tracking and reporting on Incidents, Problems and Changes. It is also the tool for managing Configuration Items and their relationships. Incident: Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. Task or Service Request: A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require a Request For Change to be submitted. Problem: A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for investigating and identifying the root cause and solution. Page 14 of 16

15 8. Breach Where a non-compliance is found, the necessary steps will be taken to remedy the situation. The remedy may include actions as per the Company s Disciplinary Code. Page 15 of 16

16 9. Exceptions The CIO has the sole right to exempt a person or system from this policy, or part thereof including standards and procedures required to fulfil the requirements of this policy. Page 16 of 16