Incident Management Roles and Responsibilites

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Agatha Andrews
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1 Incident Management - Roles and Introduction: This document defines how the Incident Management Roles and is implemented for services provided by Service Alberta, Service Modernization. Included in this document is: Objective / Mandate of Incident Management Scope of Incident Management Roles & of Key s Objective: The objective of Incident Management is to drive client satisfaction through timely restoration of service(s) and completion of user service requests. Managing high and critical Incidents to ensure timely completion Managing user escalation Overseeing all Incidents and user service requests for timely completion In-Scope: Infrastructure / Application Component (refer to Master Glossary and Acronym document) o Service provided by support teams within Service Modernization o Service provided by GoA support teams where Service Modernization hold/manages the contract Activities: o Incidents Communication of critical and high priority incidents Monitoring of tickets and taking the actions necessary to meet GoA service targets Updating of Incident tickets User Management communication / escalation Restoration of service Application of Incident Management Process o Initiation of Problem Process for problems identified by Incident Management o Engagement of Knowledge Management for updating articles o Initiation of Issue Process for Issues identified by Incident Management o Operational Reporting Page 1 of 7

2 In-scope types of tickets: o Incidents - All priorities (Infrastructure Restorations and User Restorations) Out of Scope: Performance and resolution of root cause analysis o This is the responsibility of Problem Management Issue investigation and resolution o This is the responsibility of Issue Management Vendor specific contract Service Levels o This is the responsibility of Contract Management Service provided by ministry managed contracts. Ministry provided day to day direction. (no knowledgebase article for direction) Master Glossary and Acronyms: Refer to the Master Glossary and Acronyms document s & : User User The person engaging the incident management process regarding an incident or user service request. Contact service desk to create a ticket or follow up on an existing ticket Respond timely to support analysts when requested Validate completion of a ticket Complete a follow up survey when requested GoA Service Desk Page 2 of 7 GoA Service Desk Initial point of contact for clients relating to incidents and existing user service requests. Create incident, update work log, prioritize and categorize the incident Obtain and document all relevant details, capturing minimum

3 GoA Service Desk required information as indicated in the knowledge base Invoke functional escalation process to engage a support team when required Engage Corporate Incident Management when a major incident is identified Responsible for providing status, managing caller s expectations by providing current service level Apply first call resolution using knowledge base, indicate article number used, and provide feedback on the article if applicable Identify trends on high call volumes that indicate a potential major incident Engage support teams as required for major incidents Review of customer satisfaction survey responses Queue Manager Queue Manager Primary contact within support team for day to day ticket management activities. This role may be an assigned individual or may be a rotating role. Primary contact for the team Monitoring queue(s) within ITSM during business hours Assigning tickets within their support team Redirecting tickets incorrectly assigned to the team s queue Default assignee for tickets without a specific assignee in ITSM Identifying trends or high call volumes that may indicate a Major Incident Queue Owner Queue Owner Support team primary contact for process level activities. Escalation point for the Queue Manager Primary contact for process related items Page 3 of 7

4 Assignee Ticket Assignee (Used to be Support Team) Support Analyst assigned an ITSM ticket. Keep client informed of ticket status (personal touch) Manage ticket within service levels Keep ticket up to date with activities performed Complete incident / user service request Engage other teams as required Support other teams as required Support Knowledge Management Process Ensure ticket information is complete, accurate and up to date Vendor Incident Manager (GoA Domain Vendor Teams) Vendor Incident Manager (GoA Domain Vendor Teams) Primary contact point for vendor organization. Note: The role of Queue Manager and/or Queue Owner is also performed by the Vendor Incident Manager Facilitates ticket assignment within vendor organization Primary contact for ticket updates Primary contact for process related items Escalation point Ensures compliance to incident management processes within organization Support problem management process Corporate Incident Management (CIM) Corporate Incident Management (CIM) Accountable for the end-to-end incident management process. Operational Activities Coordination of major incidents (P1/P2) through to resolution. Organizing Conference calls Management of action items identified for support teams Coordinating between ministry contacts and support teams Page 4 of 7

5 Corporate Incident Management (CIM) Communicating to support teams and ministry contacts. GoA IT Communications Internal support teams Validation of tickets Ensure tickets have appropriate information, assigned to the right teams and are classified with the appropriate IMPACT and URGENCY Escalation of ticket where appropriate To appropriate teams or management Process Manager Activities Maintain process documentation Clarification on Process Ensures compliance to Incident Management Processes Perform QA on Trailer Survey Reporting Business Relationship Manager (BRM) Business Relationship Manager (BRM) Liaison between Incident Management and ministries (Customer). Assist with validating ministry business impact when required Escalation point Engage CIM on behalf of ministry when standard incident management processes have not met ministry business needs Engage ministry on behalf of incident management when additional support is required Page 5 of 7

6 Problem Management Problem Management Process engaged to identify root cause of incidents. Performs trending and analysis of incidents to proactively identify problems Is engaged by Incident Management when a root cause analysis is required Reviews all Major Incidents to determine if a root cause analysis is required How is Incident Management engaged? Through the Service Desk Prior to engaging incident management, a ticket must be opened with the service Desk. Through the Business Relationship Manager (BRM) BRM will engage CIM as required. Through Support Teams Support Teams will engage CIM as required. Page 6 of 7

7 Associated Documents: GoA IMT Standards... Document Review: The document will follow the Review schedule below: Annual Review: The document shall be reviewed for completeness and accuracy every August. The Document Owner is accountable for performing an annual Document Review. Ad-hoc Review: Ad-Hoc requests for document revision should be directed to the Document Owner and submitted using the Change Management Process and supporting systems. The Document Owner is accountable for managing the ad-hoc document revisions. Document Properties Version 2.0 Effective Date 12/18/2017 Annual Review August Last Reviewed / Revised 12/18/2017 Revision Includes Document Owner Role Document Location Document Sensitivity Banner, Document Review Properties box, Owner Lisa Fleming Mgr. Incident & Problem Mgmt. Unrestricted Page 7 of 7

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