IM 5.0 Incident Expedite Process

Transcription

1 Purpose: The purpose of this document is to define the process and tasks associated with expedite requests where work on a ticket needs to be completed sooner than the scheduled due date. Scope: User Service Restoration User Service Request User Service Request (Change) Infrastructure Restoration Out-of-Scope: Priority 1 and 2 s handled by the P1/P2. 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 CSI on process will be done during regular review cycles. Page 1 of 8

2 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. 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 8

3 Map: Expedite December 23, 2013 Service Desk Client Creation (Unable to Work) IEP 5.1 Client Request Expedite IEP 5.3 Notify Support Team Lifecycle IEP 5.2 SD Identify/Rec. Expedite IEP 5.6 Accept Options? No Yes A Assigned Service Provider Support Team Client Callback IEP 5.4 Review SLA/ Update and Assess Expedite Request A IEP 5.5 Provide Client Update and/or Options IEP 5.7 Explore Other Alternatives No IEP 5.8 Escalation Required? Yes IEP 5.9 Scheduled and Assigned Lifecycle Service Provider Manager Escalation Page 3 of 8

4 Business Rules: Completion of expedited requests will be based on Assigned Service Provider Support Team s work load, priorities, and resources. Clients unsatisfied with conditions of Expedite Request will be provided the option of contacting Corporate Management. Service Desk will use the function in ITSM to notify the assigned Service Provider Support Team of an Expedite request. Service Provider Support Team will acknowledge notification and ensure appropriate action is taken. They will set expectations with the client at each interaction. Assigned Service Provider will validate status and priority is correct each time work is performed. Service Desk typically action 3 types of requests from clients on previously opened s: o Status Update: Action which allows client to receive up-to-date information on outstanding s. o Expedite: Action where resolution of s can be sped up and may be accommodated within the Service Provider s priorities and resources. Expedite requests can be actioned, rejected, or negotiated. o Escalation: Action which is business impacting and requires CIM to be engaged with the Service Provider in a situation in which a commitment has been breached, or Service Provider and Client cannot reach agreement as to proposed resolution. CIM approved escalations are to be Service Provider s top priority. Activities: Table 1: Expedite Activity MatrIE Activity Inputs Description Outputs IEP 5.1 Client Requests Expedite Communication with client. Client requests a ticket to be expedited. Preparation of to. IEP 5.2 Service Desk Identify/Recom mend Expedite Communication with client. Updated work log. Creation confirms client is unable to work Support representative has determined in the creation process that the client is unable to work with no option for workaround that the desk can facilitate at tier 1 Service Desk advises client Preparation of to. Page 4 of 8

5 Activity Inputs Description Outputs having no workaround. they will recommend an expedite. In addition, they confirm current customer contact information, Site, and other required details. IEP 5.3 Notify Support Team Preparation of to Assigned Support Team Support representative informs the client that because they are unable to work, an will be sent to Support team to see if they can expedite the request. sent to support team. Subject Line contains: Expedite Ticket Number Queue Name And VIP if VIP IEP 5.4 Review SLA/Update and Assess Expedite Request Client unable to work. from Service Desk. Queue Manager reviews request and assesses SLA, team resources, and priorities to be able to complete request. Support Team will attempt follow-up with client or assign the client follow-up to team member who will adhere to Personal Touch. Service Provider Support Team will acknowledge notifications and ensure appropriate ticket action takes place. IEP 5.5 Provide Client Update and/or Options contacts client with update on next planned activity at minimum to set an expectation of next follow-up. Communication with client. Focus is given to any viable workarounds / options, & Personal Touch communication takes place (keeping client informed includes if pending other group i.e. functional escalation in progress), Page 5 of 8

6 Activity Inputs Description Outputs starting work or scheduling per client availability. IEP 5.6 Accept Options? Communication with client. Decision Point: Client decides if update from support team is satisfactory. If YES: Move to IEP 5.9 Client accepts options. Client rejects options. If NO: Move to IEP 5.7 IEP 5.7 Explore Other Alternatives Client rejects options. Support team explores other possibilities towards resolution and client satisfaction. A possible option for escalation. Escalation requested. Updated work log IEP 5.8 Escalation Required? Escalation requested. determines client needs cannot be met in expedite options and needs to be escalated to the Manager. If YES: Notify IM for escalation. Communication with Support Team Manager. Escalation. If NO: Continue on expedite process IEP 5.5 IEP 5.9 Scheduled and Assigned Client accepts options. maintains current notes and scheduling. updates the client as required. Continued Communication with client. Roles and Responsibilities: Table 2: Expedite RACI MatrIE Expedite RACI MatrIE R = Responsible, A = Accountable, C = Consulted, I = Informed Page 6 of 8

7 Client Service Desk Assigned Service Provider Support Team Service Provider Support Team Manager Activity IEP 5.1 Client Request Expedite R,A I IEP 5.2 SD Identify/Rec. Expedite I R,A IEP 5.3 Notify Support Team R,A I IEP 5.4 Review SLA/Update and Assess Expedite I R,A Request IEP 5.5 Provide Client Update and/or Options C R,A IEP 5.6 Accept Options? R,A I IEP 5.7 Explore Other Alternatives R,A I IEP 5.8 Escalation Required? I R,A C IEP 5.9 Scheduled and Assigned I R,A Corporate Management Service Delivery Manager Affected Service Provider Manager GOA Functional Director Measurements: Every 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 Owner s discretion. The tables below identify the KPI/report and the measurement criteria. Table 3: Expedite Measurements Expedite Report and Review Cycle KPI/Report Number or % of Expedited Requests Number or % of Escalations derived from Expedite Requests Daily Weekly Monthly X X Every 3 Months Every 6 Months Yearly Page 7 of 8

8 Associated Documents: Client Callback Creation Escalation Lifecycle 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 12/18/2017 Annual Review October Last Reviewed / Revised 07/09/2018 (MDY) Revision Includes Document Owner Role Document Location Document Sensitivity Replaced banner Lisa Fleming Mgr. & Problem Mgmt. Unrestricted Page 8 of 8