IM 9.0 Functional Escalation Process

Size: px

Start display at page:

Download "IM 9.0 Functional Escalation Process"

Jonas Horn
6 years ago
Views:

1 Purpose: The purpose of this document is to define the process and tasks associated with ensuring that an individual working on a ticket receives timely support to meet service levels by ensuring correct support teams are engaged. Scope: Priority 1-4 s requiring Functional Escalation Out-of-Scope: Transfers between teams of Infrastructure Change Tickets Scope does not include any associated Change Management or Problem Management processes Page 1 of 17

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 17

3 Process Map: Page 3 of 17

4 Business Rules: Service Desk will warm transfer all misrouted P1/P2 tickets to required support teams. 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. Service Provider Support Teams are responsible for functional escalation requests. Queue s and/or Support Team Members are responsible for functional escalation acceptance. CRQ tasks Next-in-Queue require an escalation to Target Queue s. Communication between Support Teams must be direct and live (no /voice mail). Functionally Escalated s are not to be assigned without acceptance. If the source Team does not know who to engage, contact Corporate Management. Corporate Management to be engaged if Service Provider s cannot reach agreement. All work done to support a ticket must be recorded, regardless of who ticket is currently assigned to. The team who resolves the root issue is also who resolves the ticket to aid in proper reporting. Assigned Service Provider will validate status and priority is correct each time work is performed. Activities: Table 1: Functional Escalation Process Activity Matrix Activity Inputs Description Outputs FEP 9.1 Hand Off? Require Consult? Task Assist? Action Required. Support Team will determine what action is required for. hand off to next team. Inter-team consultation. External team assistance. If Hand Off: Move to FEP 9.2 If Require Consult: Move to FEP 9.3 If Work Task: Move to FEP 9.4 Page 4 of 17

5 Activity Inputs Description Outputs FEP 9.2 Hand Off to Next Team hand off to next team. Support Team hands off to Target Service Provider Support Team. Assigned. Refer to Sub-Process details. FEP 9.3 Require Inter- Team Consult Inter-team consultation CIM or Source Service Provider Support Team requires information from Target Service Provider Support Team(s) to resolve issue. Typically Tier 2 requesting from Tier 3. Additional Information. Potentially Assigned. FEP 9.4 Require Task Assistance External team assistance Support Team requires task assistance from Target Service Provider Support Team to resolve issue. Typically Tier 3 requesting from Tier 2. Task Assistance. ITSM Work Task created. FEP 9.5 Further Action Required? Hand Off, Consult or Task has been completed. Support Team will determine if additional actions are required to resolve the issue. Yes, additional work to be done. No, exit to the incident life cycle process. IF YES: Move to FEP 9.1 IF NO: go to the Lifecycle Process Page 5 of 17

6 Sub-Process Map: Page 6 of 17

7 Sub-Process Activities: Table 2: FEP 9.2 Sub-Process Activity Matrix Activity Inputs Description Outputs FEP Contact Target Queue Hand Off Required. Agreement with rejection Support Team contacts Target Support Team Queue to inform that ready for Hand Off Inter-team communication Updated work log FEP Accept Hand Off? Inter-team communication Updated work log Target Support Team Queue will decide if they will accept Hand Off Accepted Hand Off Rejected Hand Off Updated work log If YES: Move to FEP If NO: Move to FEP FEP Assign to Target Support Team Accepted Hand Off. Support Team will assign to Target Service Provider Support Team. Assigned. FEP Accept Assigned. Target Service Provider Support Team accepts and begins work. Accepted. FEP Rejection w/ details? Rejection Support Team will determine if rejection justification is valid. If YES: Return to FEP Agreement with rejection Disagreement with rejection If NO: Move to FEP FEP Contact Source Disagreement with rejection Support Team contacts Source to provide reason(s) for disagreement with rejection Reason(s) for disagreement with rejection FEP Contact Target Reason(s) for disagreement with Source contacts Target Inter-team communication. Page 7 of 17

8 Activity Inputs Description Outputs rejection to discuss Hand Off rejection and provide justification as to validity of hand off. FEP Accept Hand Off? Inter-team communication. Target will determine if Hand Off is valid. If YES: Move to FEP Accepted Hand Off. Rejected Hand Off. If NO: Move to FEP FEP Assigns to Target Accepted Hand Off. Source will assign to Target. Assigned. FEP Accept Assigned. Target accepts. Accepted. FEP Rejection w/ details? Rejection Source will determine if rejection justification is valid. Agreement with rejection Disagreement with rejection If YES: Return to FEP If NO: Move to FEP FEP Contact Corporate Management Disagreement with rejection Source and Target s contacts Corporate Management to discuss Hand Off rejection. Inter-team communication. FEP Determine Target Team Inter-team communication. Corporate Management will determine appropriate team to accept Hand Off. Appropriate team to accept Hand Off. FEP Assign to Designated Target Team Appropriate team to accept Hand Off. Source assigns to team decided upon by Corporate Management. Assigned. Page 8 of 17

9 Activity Inputs Description Outputs FEP Contact Target Queue ( ) Tier 1 knowledge article directed assignment. Service Desk assigns Target Support Team and automated includes confirmed article instruction for Hand Off. Inter-team communication via automation. Pre-validated assignment detail for destination team. FEP Assign to Target Support Team Knowledge article indicated a preapproved Hand Off for destination team. Automated notification of assignment. Service Desk assigns Target Support Team and automated includes confirmed article instruction for that Hand Off. Assigned. Page 9 of 17

Sub-Process Map: Sub-Process Activities: Table 3: FEP 9.3 Sub-Process Activity Matrix Activity Inputs Description Outputs FEP 9.3.1 Contact Target Support Team Consult required.

10 Sub-Process Map: Sub-Process Activities: Table 3: FEP 9.3 Sub-Process Activity Matrix Activity Inputs Description Outputs FEP Contact Target Support Team Consult required. Information from different team required. CIM or Source Service Provider Support Team contacts Target Service Provider Support Team(s) to request information to resolve issue encountered. Inter-team communication. *If the service manages the suspect component, they should manage the ticket. FEP Provide Consult Inter-team communication. Target Service Provider Support Team will provide available information Information provided. Page 10 of 17

11 Activity Inputs Description Outputs related to issue experienced. Response should be within 15 minutes. FEP Consult Sufficient to Resolve Issue? Information provided. Support Team will determine if information provided is sufficient to resolve issue. If YES: Move to FEP Information sufficient to resolve issue. Information insufficient to resolve issue. If NO: Move to FEP FEP Continue Work and Resolve Issue Information sufficient to resolve issue. Support Team utilizes information provided toward resolution issue. Fuctional Escalation returns to lifecycle with updated work log. Page 11 of 17

12 Sub-Process Map: Page 12 of 17

13 Sub-Process Activities: Table 4: FEP 9.4 Sub-Process Activity Matrix Activity Inputs Description Outputs FEP Contact Target Queue Task Assistance Required. Agreement with rejection Support Team contacts Target Support Team Queue to request Task Assistance. Inter-team communication. FEP Accept Assistance Request? Inter-team communication. Target Support Team Queue will decide if they will accept Assistance Request. Accepted Assistance Request. Rejected Assistance Request. If YES: Move to FEP If NO: Move to FEP FEP Assign Task to Target Support Team Accepted Assistance Request. Support Team will assign Task to Target Service Provider Support Team. Assigned Task. FEP Accept Task Assigned Task. Target Service Provider Support Team accepts Task and begins work. Accepted Task. FEP Rejection w/ details? Rejection Support Team will determine if rejection justification is valid. If YES: Return to FEP Agreement with rejection Disagreement with rejection If NO: Move to FEP FEP Contact Source Disagreement with rejection Support Team contacts Source to provide reason(s) for disagreement with rejection Reason(s) for disagreement with rejection FEP Contact Target Reason(s) for disagreement with Source contacts Target Inter-team communication. Page 13 of 17

14 Activity Inputs Description Outputs rejection to discuss Assistance Request rejection and provide justification as to validity of hand off. FEP Accept Assistance Request? Inter-team communication. Target will determine if Assistance Request is valid. Accepted Assistance Request. Rejected Assistance Request. If YES: Move to FEP If NO: Move to FEP FEP Assigns Task to Target Accepted Assistance Request. Source will assign Task to Target. Assigned Task. FEP Accept Task Assigned Task. Target accepts Task. Accepted Task. FEP Rejection w/ details? Rejection Source will determine if rejection justification is valid. Agreement with rejection Disagreement with rejection If YES: Return to FEP If NO: Move to FEP FEP Contact Corporate Management Disagreement with rejection Source and Target s contacts Corporate Management to discuss ticket assignment Inter-team communication. FEP Determine Target Team Inter-team communication. Corporate Management will determine appropriate team to assist with completion of Task. Appropriate team to assist with completion of Task. FEP Assign Task to Designated Target Team Appropriate team to assist with completion of Task. Source assigns Task to team decided upon by Corporate Management. Assigned Task. Page 14 of 17

15 Activity Inputs Description Outputs Roles and Responsibilities: Table 5: Functional Escalation Process RACI Matrix Functional Escalation Process RACI Matrix R = Responsible, A = Accountable, C = Consulted, I = Informed Service Desk Support Team Target Service Provider Support Team Target Service Provider Queue Activity FEP 9.1 Hand Off? Require Consult? Task Assist? R,A FEP 9.2 Hand Off to Next Team R A I FEP Contact Target Queue R,A C,I FEP Accept Hand Off? I R,A Target Service Provider FEP Assign to Target Support R,A I I Team FEP Accept R,A I FEP Rejection w/ details? R,A FEP Contact Source C R,A I FEP Contact Target C R,A I FEP Accept Hand Off? I I C R,A FEP Assigns to Target I I R,A I FEP Accept I R,A FEP Rejection w/ details? R,A FEP Contact Corporate R,A I Management FEP Determine Target Team C C R,A FEP Assign to Designated Target Team R,A I FEP Contact Target Queue R,A C,I FEP Assign to Target Support R,A I I Team FEP 9.3 Require Inter-Team Consult R,A C FEP Contact Target Support Team R,A C Corporate Management Service Delivery GOA Functional Director Page 15 of 17

16 FEP Provide Consult I R,A FEP Consult Sufficient to Resolve Issue? R A,I FEP Continue Work and Resolve Issue R,A FEP 9.4 Require Task Assistance R,A I FEP Contact Target Queue R,A C,I FEP Accept Assistance Request? I R,A FEP Assign Task to Target Support Team R,A I I FEP Accept Task R,A I FEP Rejection w/ details? R,A FEP Contact Source C R,A I FEP Contact Target C R,A I FEP Accept Assistance Request? I I C R,A FEP Assigns Task to Target I I R,A I FEP Accept Task I R,A FEP Rejection w/ details? R,A FEP Contact Corporate R,A I Management FEP Determine Target Team C C R,A FEP Assign Task to Designated Target Team R,A I FEP 9.5 Further Action Required? R,A 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 6: Functional Escalation Process Measurements Functional Escalation Process Report and Review Cycle KPI/Report % of s Assigned to multiple support teams X % of Attained s or Tasks that have been Escalated to X multiple support teams Average time to resolve Functionally Escalated s X Daily Weekly Monthly Every 3 Months Every 6 Months Yearly Page 16 of 17

17 Associated Documents: Lifecycle Process.. First Call Resolution Process. Escalate Process Expedite Process.. Visio Flowcharts 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 1.1 Effective Date 12/18/2017 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 17 of 17

IM 3.0 P1P2 Incident Process

IM 3.0 P1P2 Incident Process 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