IM 3.0 P1P2 Incident Process

Transcription

1 IM 3.0 P1/P2 Process Purpose: The purpose of this document is to define the process and tasks associated with the classification and management of Priority 1-2 s in the GOA domain. The goal is to minimize the adverse impact on business operations and ensure prompt communication to clients and infrastructure support teams. Scope: Priority 1-2 s managed in the GOA domain. Out-of-Scope: Scope does not include Priority 3-4 s. Scope does not include Expedite, or Escalate requests. Scope does not include any associated Change Management or Problem Management processes. 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 Continuous Service Improvement (CSI) on process will be done during regular review cycles. Page 1 of 16

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 16

3 Process Map: P1/P2 Ticket Process December 17, 2013 Assigned Service Corporate Management Service Desk Provider Support Team Creation Process Creation Process PIP 3.6 tified Via ITSM & Page ITSM Automation PIP 3.6 tified Via ITSM & Page Concurrent Activity PIP 3.16 Major PIP 3.1 Sign Off Required by Team Lead PIP 3.2 Validate P1/P2 D E CIM Managed Outside Operational Hours PIP 3.3 Misroute? PIP 3.5 Confirm Priority on t Misrouted PIP 3.7 Reprioritize PIP 3.8 Major? (P1/P2) PIP 3.4 Misroute Ticket Process (Warm Hand- Off) Lifecycle Process PIP 3.12 Investigation Occurs A PIP 3.20 Workaround? B PIP 3.14 Inform of Ticket Status PIP 3.15 P1/P2 Client Facing? no PIP 3.17 Conference Call Required? yes yes PIP 3.21 Continue Efforts to Resolve Concurrent Activity PIP 3.16 Major PIP 3.18 Facilitate Conference Call PIP 3.22 Resolve PIP 3.23 Was Client Facing Previously Initiated? yes Lifecycle Process PIP 3.16 Major Service Provider Manager PIP 3.6 tified Via ITSM & Page E PIP 3.9 Informed & Confirmed of P1/P2 PIP 3.10 Agree? D PIP 3.11 Manage Service Provider Team Resources A PIP 3.13 Provide Update Status B no no PIP 3.19 Resolved? yes Page 3 of 16

4 Business Rules: All Priority 1-2 s follow the same process throughout the Lifecycle. The Corporate Management (CIM) team and affected Service Provider Manager will be engaged upon any Priority 1-2 within 15 minutes of notification of the. Priority 1 s will be managed 24/7 until resolution. Priority 2 s reported off-prime will begin at 8:15am on the following business day and will be managed 24/7 until resolution. Priority 2 s that are reported during prime time will be continued in off-prime hours until at minimum; a suitable workaround is in place at client s request. All Priority 1-2 s will have a Post Review managed by CIM. All communication must be approved by designated Executive Director. CIM retains the right to designate any as P1/P2 at their discretion. Service Provider Support Teams are responsible to make a work log entry each time work is performed as well as validate status and priority is correct each time work is performed. Terms of Reference: Priority 1 (Critical) : Critical system, key application failure, or imminent outage that causes total loss of production service. The outage is critical to business and will significantly impact a single ministry or moderately impact multiple ministries. These tickets are managed 24/7 and support teams are to contribute continually as needed until resolution is met. Priority 2 (High) : Degradation of service on key components of the business that may have a negative impact on the ability to meet Service Level commitments. Moderate impact to a single ministry or significantly impacts functions of a ministry. Depending on business justification, impact on a single user may also be a Priority 1 or 2 if there is no reasonable alternate solution available (workaround). Any Priority 2 tickets reported outside of prime will be addressed next business day. Any Priority 2 tickets being worked on before end of day should be continued to be worked on to resolution when on call teams are available at client s request. Prime Hours: These are GOA business operating hours, and are 8:15 am to 4:30 pm weekdays, excluding holidays. Off-Prime Hours: These are all times that are not currently included in Prime Hours. Support for these hours is typically handled by on-call personnel. Page 4 of 16

5 Activities: Table 1: P1/P2 Process Activity Matrix Activity Inputs Description Outputs PIP 3.1 Sign Off Required by Team Lead Creation Process. The Service Desk verifies with Team Lead for approval of a P1/P2 prior to assigning the ticket to the support team. *Off-Prime Hours CIM provides lead support for approval of P1/P2* Approval confirmed by Team Lead. PIP 3.2 Validate P1/P2 P1/P2 is confirmed by Lead. If Urgency and Impact levels are set to trigger a P1/P2, the support teams will determine if the meets the P1/P2 Priority criteria. If yes, a P1/P2 process is initiated. If no, validate if it s a misroute. If YES: Move to PIP 3.9 If NO: Move to PIP 3.3 PIP 3.3 Misroute? Validated for misroute. Check if the P1/P2 was actually misrouted. If yes, the misroute ticket process is initiated. If no, inform CIM of the ticket priority. If YES: Move to PIP 3.4 Misroute Ticket Process. If NO: Move to PIP 3.5 PIP 3.4 Misroute Ticket Process (Warm Hand-Off) Informed by Service Desk or Support Team. CIM is notified via telephone and an notification in the Misroute Ticket Process whenever it is a P1/P2 (or where incorrectly marked & should be P1or P2). CIM is notified of P1/P2 misroute. Page 5 of 16

6 Activity Inputs Description Outputs PIP 3.5 Confirm Priority on t Misrouted Service Desk or Support Team validated the appropriate priority. CIM is notified by the Service Desk or Support Teams of the validated priority. CIM confirms if priority needs to be changed., go to Confirm Prioritization, continue to same priority & allocate resources to work on ticket. If YES: Move to PIP 3.7 If NO: Move to PIP 3.11 PIP 3.7 Confirm Prioritization CIM is notified of priority or any changes needed on accepted ticket. Ensure appropriate prioritization is in place. CIM approved priority. PIP 3.8 Major? (P1/P2) CIM approved priority. Disagreement on P1/P2 prioritization by assigned IM Is the ticket still a major incident? If YES: Move to PIP 3.11 If NO: Standard Lifecycle Process If yes, resume P1/P2 Process. If no, return to Standard Lifecycle. PIP 3.6 Automated tification Via ITSM & Page Creation Process. CIM, support teams and assigned groups are notified and paged by HIPLINK that a P1/P2 has been created by either the assigned support group or Service Desk. An automated ITSM notification is also sent. Page has been received and CIM to relay a communication to all IT support teams. PIP 3.9 Informed & Confirmed of P1/P2 New P1/P2 initiated and a page has been issued. Service Provider Manager is informed of a P1/P2 and initiates the appropriate procedures for hand off to support teams. Informed and engaged on the P1/P2. PIP 3.10 Agree? Informed and engaged on the Confirms priority and if it If yes, IM manages support teams resources. Page 6 of 16

7 Activity Inputs Description Outputs P1/P2. needs to change. If YES: Move to PIP 3.11 If NO: Move to PIP 3.8 If no, inform CIM of non P1/P2. PIP 3.11 Manage Service Provider Team Resources Agreement on P1/P2 IM manages support teams resources. The Manager will delegate/triage and ensure that the appropriate resources are provided for the Support Teams to troubleshoot the issue successfully. Appropriate resources are assigned and approved. PIP 3.12 Investigation Occurs Appropriate resources are assigned and approved. Workaround confirmed The Support Team investigates, & may engage other teams in functional escalation as needed. The focus is to provide either workaround or full resolution of the P1/P2 issue. P1/P2 issue is worked on. PIP 3.13 Provide Update Status P1/P2 issue is worked on. The Support Teams provide a status update to the Manager on the progress of the issue. Update status received. PIP 3.14 Inform of Ticket Status Update status received. CIM is updated on the status of the P1/P2 by the Manager ensuring that the problem continues to be worked on and resolved. Informed of P1/P2 status update. PIP 3.15 P1/P2 Client Facing? Informed of P1/P2 status update. Corporate Management will determine if P1/P2 will have a Client Facing impact. If YES: Move to PIP 3.16 If yes, proceed to relay major incident communication. If no, a conference call is required. If NO: Move to PIP 3.17 PIP 3.16 Major with SDM. with CIM Manager. CIM will manage communication to Ministries based on an template for s. ( is a concurrent activity.) Major Process initiated following the progress and status of the P1 P2 lifecycle. Page 7 of 16

8 Activity Inputs Description Outputs Refer to Sub-Process details, and continue with concurrent P1/P2 process. PIP 3.17 Conference Call Required? Management of Support Team(s) troubleshooting. CIM and Service Provider Manager will determine if a conference call is required to aid in management of. If a conference call is needed, one will be setup within 15 minutes of major incident identification. Decision regarding need for Conference Call. (functional escalation FEP 3.3 Sub Process Inter-Team Consult activity) If YES: Move to PIP 3.18 If NO: Move to PIP 3.19 PIP 3.18 Facilitate Conference Call Conference Call decision reached. CIM will conduct a conference call with all supporting Service Providers and Service Provider Managers to better understand issue and provide guidance to support teams on what is required in order to resolve the incident. P1/P2 Conference Call. PIP 3.19 Resolved? P1/P2 Conference Call. Updated work log. Service Provider Managers will determine if has been resolved. Resolved. Unresolved. If YES: Move to PIP 3.21 If NO: Move to PIP 3.20 PIP 3.20 Workaround provided? Unresolved. Was a workaround established that meets business requirements? If yes, continue efforts for resolve. If no, resume investigation. If YES: Move to PIP 3.21 If NO: Move to PIP 3.12 Page 8 of 16

9 Activity Inputs Description Outputs PIP 3.21 Continue Efforts to Resolve Workaround provided. Assigned Support Team will continue to provide continuous efforts to resolve the incident with workaround in place. Efforts to continue resolve. PIP 3.22 Resolve Resolved. Assigned Support Team will resolve the incident once required resolution details have been updated in the P1/P2 ticket & it has been confirmed by the client. Update ticket status. *Where a Master Ticket is resolved, the resolution details are written for the audience who will receive ITSM resolution notification s. PIP 3.23 Was Client Facing Previously Initiated? Update ticket status. Was client facing initiated previously by CIM. If YES: End the process If NO: Go to Major process If yes, end the process. If no, go to major incident communication process. Page 9 of 16

10 Sub-Process Map: PIP 1.4 Sub-Process: Major December 17, 2013 Corporate Management Service Provider Manager P1/P2 Process MIC Front End Message Required? MIC Sufficient Information Available? MIC Provide Information MIC Inform SD to Create Front End Message MIC Create Template MIC Front End Message Required? MIC Send MIC Resolved or Workaround in Approval Interim? MIC Inform SD Update Front End Message MIC Inform SD to Create Front End Message MIC Issue Resolved? MIC Monitor for Updates from Assigned IM/ Workaround MIC Inform SD of Resolve t Communicated MIC Issue Resolution MIC Update SD to Remove Front End Message P1/P2 Process Executive Director MIC Required? P1/P2 Process MIC Approve? MIC Approve? Page 10 of 16

11 Sub-Process Activities: Table 2: PIP 3.4 Sub-Process Activity Matrix Activity Inputs Description Outputs MIC Front End Message Required? CIM determines communication for P1/P2 necessary CIM will determine if a front end message is required to inform clients of a P1/P2 incident., SD will create a front end message, Determine sufficient information. IF YES: Move to MIC IF NO: Move MIC MIC Inform SD to Create Front End Message CIM notifies Service Desk for a front end message. CIM approves front end message. Phone message has been created. MIC Sufficient Information Available? Phone message has been created and updated on the portal. CIM will determine if there is sufficient information available to begin creating. If yes, information regarding extent of. If no, information required regarding extent of. If YES: Move to PIP If NO: Move to PIP MIC Provide Information Information required regarding extent of. Service Provider Manager(s) will provide CIM all available information regarding current issue noting if any workaround is known. Information regarding extent of. MIC Create Template Information regarding extent of. CIM will issue an communication based on the process to Ministry IT Contacts. Draft is formed for intended audience for approval. MIC Approve? Information regarding extent of. is sent widespread for Based on information provided, designated approvers will determine if communication is acceptable for distribution to Ministry. approved. not approved. Page 11 of 16

12 Activity Inputs Description Outputs the Ministry. If YES: Move to PIP If NO: Move to PIP MIC Required? not approved. CIM and the Service Provider Manager will determine if a communication is required at this point. If yes, relay to CIM for additional details. If no, return to P1/P2 Process. If YES: Move to PIP If NO: Return to P1/P2 Process MIC Resolved or Workaround in Approval Interim? approved. Was the resolved or a workaround confirmed during the interim period of approval? If YES: Move to PIP If yes, message is sent to approver for approval of update communication. If no, CIM sends communication. If NO: Move to PIP MIC Send Unresolved. CIM sends approved communication as issue has not been resolved. has been sent. MIC Inform SD Update Front End Message Update required for existing front end message. CIM will inform Service Desk to update the existing front end message with the updated approved message. Front end message updated. MIC Issue Resolved? Updated Front End Message Updates from assigned Manager. CIM will be notified if the issue has been resolved. If YES: Move to PIP If NO: Move to PIP Resolved. Unresolved. MIC Monitor for Updates from Assigned Issue not Resolved. CIM will monitor for updates from assigned Manager and convey update to Ministry until the issue is Update approval. Page 12 of 16

13 Activity Inputs Description Outputs Manager/ Workaround resolved. MIC Inform Service Desk of Unresolved Unresolved. CIM informs Service Desk that the issue has not been resolved Service Desk informed MIC Issue Resolution Approved. CIM sends resolution communication. sent to Ministry IT Contacts. MIC Update Service Desk to Remove Front End Message Service Desk informed of communication update. CIM will contact Service Desk to remove the Front End Message Phone message removal Roles and Responsibilities: Table 2: P1/P2 Process RACI Matrix P1/P2 Process RACI Matrix R = Responsible, A = Accountable, C = Consulted, I = Informed Page 13 of 16

14 Client Service Desk Assigned Service Provider Support Team Service Provider Support Team Manager Corporate Management Service Delivery Manager Affected Service Provider Manager Designated Executive Director Activity PIP 3.1 Sign Off Required by Team Lead? PIP 3.2 Validate P1/P2 R PIP 3.3 Misroute? R PIP 3.4 Misroute Ticket Process (Warm Hand- Off) PIP 3.5 Inform t P1/P2 I PIP 3.6 tified Via ITSM & Page I I I I I I MIC Front End Message Required? MIC Inform SD to Create Phone Message I & Portal MIC Sufficient Information Available? MIC Provide Information C I MIC Create Template I MIC Approve? I I MIC Required? I MIC Resolved or Workaround in I I Approval Interim? MIC Send I I I I I MIC Inform SD Update Front End I Message MIC Issue Resolved? C I MIC Monitor for Updates from I I I I,C I I Assigned IM/Workaround MIC Inform SD of Resolve t I Communicated MIC Issue Resolution I I I I I I MIC Update SD to Remove Phone R,I Message & Portal PIP 3.7 Agree? PIP 3.8 Reprioritize I PIP 3.9 Informed & Confirmed of P1/P2 I PIP 3.10 Agree? I PIP 3.11 Manage Service Provider Team I Resources PIP 3.12 Investigation Occurs PIP 3.13 Provide Update Status C PIP 3.14 Inform of Ticket Status C I PIP 3.15 P1/P2 Client Facing? Page 14 of 16

15 PIP 3.16 Major PIP 3.17 Conference Call Required? I I I I PIP 3.18 Facilitate Conference Call PIP 3.19 Resolved? C I PIP 3.20 Workaround? I I PIP 3.21 Continue Efforts to Resolve PIP 3.22 Resolve I PIP 3.23 Was Client Facing Previously Initiated? 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. Table 3: P1/P2 Process Measurements P1/P2 Process Report and Review Cycle KPI/Report Average time to resolve Priority 1-2 s X X Number of Breeched Priority 1 s X X Number of Breeched Priority 2 s X X Number of P1/P2 with (s) X X Daily Weekly Monthly Every 3 Months Every 6 Months Yearly Page 15 of 16

16 Associated Documents: Misroute Ticket Process... Major... Lifecycle Process... Creation 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 shall be reviewed. Document Properties Version 3.0 Effective Date 02/18/2015 Annual Review October Last Reviewed / Revised 12/18/2017 Revision Includes Document Owner Role Document Location Document Sensitivity Banner, Document Review Properties box, Owner Lisa Fleming Mgr. & Problem Mgmt. Unrestricted Page 16 of 16