IM 12.0 Personal Touch Process

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1 Purpose: The purpose of this document is to define the process and tasks associated with personal contact to our clients. The intent is to ensure support teams make every effort required to facilitate client awareness throughout the lifecycle of the ticket, and establish the highest success rates in client satisfaction. Scope: User Service Restorations Incident User Service Requests Infrastructure Restorations Out-of-Scope: Scope does not include tickets created for Infrastructure Events. Scope does not include Tier 2 to Tier 2 service request tickets. Electronic Software Distribution (ESD) Automated s Exceptions: Where the process limits the ability to complete the required work, exceptions will be applied. Document the need to deviate from the process and the action that was taken to facilitate those needs. Consideration for CSI on process will be done during regular review cycles. When there is a major incident impacting whole floor, building, Ministry, warm contact on resolve is not needed for each client. Instead, a resolved communication will be sent to Ministry IT Contacts. Page 1 of 11

2 Process Key: Subprocess (IN) Child process that performs work to return a value. Subprocess(OUT) Outcome of work provided to initiate the current process in use. Process Work being perform. Involves steps and actions taken place. Decision Box Indicates a question, often a branch in the flow chart that contains yes or no. Can also be used to depict several outcomes. Flow Line An arrow that connects objects based on the direction indicated by the arrow. On page connector A connector used to show a jump from one point to another point on the page. Usually labeled with alpha letters in caps. Terminal Point (Trigger) Initiates a trigger action that sets the process in motion. Terminal Point (End) Initiates an end to the process where no work is being performed. Page 2 of 11

3 Process Map: Personal Touch Process January 6, 2014 Assigned Service Provider Support Team Accept Ticket Incident Lifecycle Process PTP 12.4 Update Appointment A PTP 12.1 Assignee Review & Contact PTP 12.2 Was Client Available? PTP 12.5 Client Required to Perform Work? PTP 12.7 Log & Plan Reattempt PTP 12.6 Attempts > 3? PTP Cancel Ticket PTP 12.9 Log with Failure to Reach & Next Action PTP 12.8 Tech Believes Issue Resolved? B Incident Lifecycle Process PTP Perform Investigative Work PTP Tech Believes Issue Resolved? PTP w/ Next Action & Communicate to Client. A PTP / Resolve Info B PTP Confirmed of Resolve PTP Client Available? Incident Lifecycle Process PTP Log & Resolution PTP Attempts > 3? PTP 12.7 Log & Plan Reattempt Client Schedule PTP 12.3 Schedule Appointment Later or Begin Work? Work Page 3 of 11

4 Business Rules: At minimum, clients should always know what to expect next and when. Clients should be contacted and made aware of ticket acceptance and assignment, scheduling, justified rescheduling, holds due to interaction needed with other teams, notified prior to machine access (unless extended permission to access machine was already obtained), to gather more information, or to provide any other change in status. In any event that a client or service level expectation has not been achieved or if we are aware it will not likely to be achieved, a new expectation is to be set with the client. Service Provider Support Teams are responsible to make work log entries each time work is performed. Assigned Service Provider will validate status is correct each time work is performed. On failed client contact, 3 consecutive attempts are required with minimum ½ business day between attempts and no more than one day since last attempt. The last attempt wherever possible should be via . Service Provider maintains a record of each attempt to contact the client, the purpose of contact, and notes success or failure reaching the client in the ticket. Service Provider Teams will make the required attempts to acquire customer contact agreement on resolution prior to moving ticket to resolved state. Assigned Service Provider will validate status and priority is correct each time work is performed. Client will be notified when the estimated time for resolution may be exceeded When client is unavailable: o Ticket will be placed in Pending Contact to client is typically done by phone, if unsuccessful; a maximum of 3 attempts will be required, with minimum ½ business day between those attempts, and no more than one day since the last attempt. If unanswered voic is left If no phone or voic is available is used. After 2 consecutive failed attempts where ticket is not yet believed to be resolved; a canned is sent to client as the final request for response. I have been unsuccessful reaching you regarding ticket ###### at (###) ###-####. If you are unavailable at this time, the incident will be temporarily resolved at the end of the day if I have not heard from you. Once you become available, please contact the Service Desk. If you have additional contact information not previously provided, please include this when calling back. If the issue has already been resolved please disregard this message. Page 4 of 11

5 o At end of day; if client has not responded place a summary of the work notes detail in the main notes stating: issue reported, work completed so far and a comment in the resolve notes to copy and relate this ticket to the new ticket on call back. Next, cancel the ticket due to lack of client participation. If contact was to Resolve the ticket (to confirm resolved, or provide consultation results to the client): o Send canned stating I have been unsuccessful reaching you regarding ticket ######. If you are unavailable at this time, the incident will be temporarily resolved at the end of the day if I have not heard from you. Once you become available, please contact the Service Desk. If the issue has already been resolved please disregard this message. o Support Tech will copy/paste this into ticket work log. o At the end of day, if client has not responded ensure the resolution details or consultation results are in the resolve notes. Resolve the ticket noting the client was not available to respond/approve resolve. Activities: Table 1: Personal Touch Process Activity Matrix Activity Inputs Description Outputs PTP 12.1 Assignee Review & Contact Received Ticket. Scheduled appointment. Work log updated. Service Provider has accepted Assigned Ticket. Acknowledges and reviews detail, and contacts client to start work or agree to a scheduled time for work. Initiates client contact to start work, or request client approved scheduling for a visit where required. Expectation for next contact is set with the client. PTP 12.2 Client Available? Attempted client contact to start/schedule. Is the client available? * If client is not available voic is left where there is option to do so. Expectation for next contact is set via voic to client. If YES: Move to PTP 12.3, perform work or acquire a client agreed scheduled time., make note of failure to reach client, reiterate any messages and next follow-up time. If NO: Move to PTP 12.5 PTP 12.3 Schedule Appointment Client Available. Assignee will confirm with the client if they are required to be Schedule: Appointment is scheduled with client. Page 5 of 11

6 Activity Inputs Description Outputs Later or Begin Work there to perform the work. Schedule: The client is required but is unavailable at this time. A Reschedule of appointment is required. Work: The client is either available now or not required so the tech may begin work right away. Work: work can begin. PTP 12.4 Update Appointment Appointment is scheduled with client. Assignee updates the work log with the assigned date to meet with the client on site to perform work. Work log updated. *If circumstances change & are likely to prevent the assignee from meeting the appointment expectations set with the client; The Client is to be contacted before the original appointment time to set a new expectation. *In all cases where client does not agree with the reschedule & the Assignee is not able to accommodate; Assignee must notify their incident manager PTP 12.5 Client Required to Perform Work? Client is not available. Do you need the client at this time to perform work? If YES: Move to PTP 12.6 If NO: Move to PTP 12.11, make note of failed to reach and set follow-up., perform work. PTP 12.6 Attempts > 3? Failed to reach. Have there been more than 3 consecutive, unsuccessful attempts to reach the client, and has the time in the previous to the client (that notified ticket will close on no response) been exceeded?, failed to reach >3 attempts., failed to reach but will follow-up. If YES: Move to PTP 12.8 If NO: Move to PTP 12.7 *Where voic or out of Page 6 of 11

7 Activity Inputs Description Outputs office indicates the client will be away exceeding 3 days an is sent to advise the client to contact the service desk once they become available so you may continue work. Follow the YES path. PTP 12.7 Log & Plan Reattempt Make note of failure to reach and plan for follow-up. Work log entry noting failure to reach client and the intention to re-attempt further follow up (valid reattempts should be conducted no sooner than half a day later, & no later than a full day since this last attempt.) Re-attempt follow up. PTP 12.8 Tech Believes Issue Resolved? te of failure to reach client. Does the Tech believe the issue has been resolved? If YES: Move to PTP 12.14, Update work log., Issue not resolved. If NO: Move to PTP 12.9 PTP 12.9 Log with Failure to reach te of failure to reach client. Work log entry noting the failure to reach the client for the 3 rd time. Resolution notes are written for the client containing details: Work log updated. We were unable to reach you by: phone/vmail & ) We need to interact with the client to continue investigation And *If the issue persists, once the client becomes available, we would like to hear from them and they should contact the service desk (example in business rules) Page 7 of 11

8 Activity Inputs Description Outputs PTP Cancel Ticket Work log notes the need for a status change to cancel. The main notes box is updated to reflect work completed so far on the issue not resolved and next step if the client does call back. Cancelled Ticket ready for replication that contains a summarized history to pick up where left off. This is to ensure if or when the clients call back, the old ticket can be copied to new and has a history of work so far. Ticket status is set to cancel. PTP Perform Investigative Work Perform work or acquire a client agreed scheduled time. Ticket assignee performs work standard to INC lifecycle under service provider support team swimlane. Work is performed & worklogs reflect the current work detail. PTP Tech Believes Issue Resolved? Work performed & worklogs reflect the current work detail. Has troubleshooting & investigation resulted in success where tech believes issue to be resolved?, work has been completed and assignee believes the issue to be resolved. If YES: Move to PTP If NO: Move to PTP 12.13, work incomplete, reengage client contact. PTP w/ Next Action & Communicate to Client Issue not resolved. Work log is updated & communication to the client is invoked. Work log updated. PTP / Resolve Info. Work performed. Work log is updated with resolution notes. Problem resolution success. PTP Client Available? Work has been completed and assignee believes the issue to be resolved. Is the client Available to confirm resolution? If YES: Move to PTP 12.16, follow up with client, failed to reach and set follow-up. If NO: Move to PTP PTP Client to follow-up Assignee confirmed with the Client has been reached & Page 8 of 11

9 Activity Inputs Description Outputs Confirmed of Resolve client that the issue has been resolved. agrees with the resolution outcome. *Any CSAT concerns on resolve must be flagged to the team Incident manager. PTP Attempts > 3? Failed to reach. Have there been more than 3 consecutive, unsuccessful attempts, to reach the client, and it is past the time stated in the previous notifying ticket will be resolved., failed to reach >3 attempts., failed to reach but will follow-up. If YES: Move to PTP If NO: Move to PTP PTP Log & Resolution Failed to reach. Work log and resolution updated, noting PTP > 3 unsuccessful contact Resolution notes are written for the client containing details: Work log and resolution indicate resolve was not client approved after personal touch process was applied. We were unable to reach you by: phone/vmail & ) We believe the issue is resolved but were not able to reach you to confirm And *If the issue persists or returns, once the client becomes available, we would like to hear from them and they should contact the service desk (examples in business rules) Page 9 of 11

10 Roles and Responsibilities: Table 2: Personal Touch Process RACI Matrix Client Assigned Service Provider Support Team Activity PTP 12.1 Assignee Review & Contact PTP 12.2 Was Client Available? I PTP 12.3 Schedule Appointment Later or Begin C Work? PTP 12.4 Update Appointment I PTP 12.5 Client Required to Perform Work? I PTP 12.6 Attempts > 3? I PTP 12.7 Log & Plan Reattempt PTP 12.8 Tech Believes Issue Resolved? PTP 12.9 Log with Failure to Reach PTP Cancel Ticket PTP Perform Investigative Work PTP Tech Believes Issue Resolved? PTP w/ Next Action & I Communicate to Client PTP /Resolve Info. PTP Client Available? I PTP Confirmed of Resolve I PTP Attempts > 3? I PTP Log & Resolution Service Provider Support Team Incident Manager Corporate Incident Management Service Delivery Manager Affected Service Provider Manager GOA Functional Director Measurements: Every Process will have a balanced set of measurements (Key Performance Indicators) against which its performance can be tracked, communicated and improved. As the process matures, the KPI s and review cycle may be modified based on the Process Owner s discretion. The tables below identify the KPI/report and the measurement criteria. Page 10 of 11

11 Table 3: Personal Touch Process Measurements Personal Touch Process Report and Review Cycle KPI/Report Via Trailer Survey I was contacted prior to resolution ITSM Response Field Daily Weekly X X Monthly Every 3 Months Every 6 Months Yearly Associated Documents: Incident Lifecycle Process... Document Review Schedule: The Document Owner is accountable for managing revisions of this document. Annual: The document shall be reviewed for completeness and accuracy annually. Each review should be completed on or before the last day of the month shown in the document properties below. Ad-hoc: Ad-Hoc requests sent to SA Duty CIM <sa.dutycim@gov.ab.ca> shall be reviewed. Document Properties Version 1.0 Effective Date 01/30/2015 Annual Review October Last Reviewed / Revised 07/09/2018 (MDY) Revision Includes Document Owner Role Document Location Document Sensitivity Replaced banner Lisa Fleming Mgr. Incident & Problem Mgmt. Unrestricted Page 11 of 11