IM Incident Cause Process

Transcription

1 Purpose: The purpose of this document is to define the process and tasks associated with the capture of known errors and to reduce the reoccurrence of Incidents. While this is typically the mandate of problem management, doing a preliminary check during Incident Management will make the overall process more effective. Scope: Priority 1-4 Incidents Out-of-Scope: Scope does not include any associated Change Management or Problem Management processes. Exceptions: Exceptions to this process must be approved by the GOA Director, ICT Processes and follow formal Change Management Processes. Page 1 of 5

2 Process Map: Process Service Desk Assigned Service Provider Support Team Start ICP 1.1 Likely to Reoccur? Yes ICP 1.2 Cause Understood? Yes No ICP 1.3 Create Known Error or Knowledge Base No ICP 1.4 Create Problem Ticket linked to Incident Ticket ICP 1.5 Update Ticket End Business Rules: is not to detract from the mandate to restore service as quickly as possible is to be conducted after restoring service but prior to resolving the ticket Activities: Table 1: Process Activity Matrix Activity Inputs Description Outputs ICP 1.1 Likely to Reoccur? Implemented resolution Decision Point: Service Provider will determine if Incident likely to reoccur Determination If YES: Move to ICP 1.2 If NO: Move to ICP 1.5 ICP 1.2 Cause Understood? Determination Decision Point: Service Provider will determine if sufficient Incident Cause information available for Known Error or Knowledge Base Sufficient Insufficient If YES: Move to ICP 1.3 If NO: Move to ICP 1.4 Page 2 of 5

3 Activity Inputs Description Outputs ICP 1.3 Create Known Error or Knowledge Base Sufficient Incident Cause Service Provider will create a Known Error, or Knowledge Base, with information collected and resolution implemented Known Error or Knowledge Base ICP 1.4 Create Problem Ticket Insufficient Service Provider will create a Problem Ticket linked to Incident Ticket for further study Problem Ticket ICP 1.5 Update Ticket Known Error or Knowledge Base Service Provider will Update Ticket with results of Incident Cause process Updated Ticket Problem Ticket Roles and Responsibilities: Table 2: Process RACI Matrix Process RACI Matrix R = Responsible, A = Accountable, C = Consulted, I = Informed Activity ICP 1.1 Likely to Reoccur? R R,A ICP 1.2 Cause Understood? R R,A ICP 1.3 Create Known Error or Knowledge Base R R,A ICP 1.4 Create Problem Ticket linked to Incident R R,A I Ticket ICP 1.5 Update Ticket R R,A Client Service Desk Assigned Service Provider Support Team Service Provider Support Team Incident Manager Corporate Incident Management Service Delivery Manager Affected Service Provider Manager GOA Functional Director Page 3 of 5

4 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: Process Measurements Incident Creation Process Report and Review Cycle KPI/Report Daily Weekly Monthly Every 3 Months Every 6 Months Yearly Document Review: The document will follow the Review schedule below: Annual Review: The document shall be reviewed for completeness and accuracy every October 13 th. 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. Associated Documents: First Call Resolution Process Ticket Resolution Process Page 4 of 5

5 Associated Documents: First Call Resolution Process... Ticket Resolution 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 2.0 Effective Date 04/01/2013 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 5 of 5