TITLE OF POLICY: Desk to Desk Process Policy. CCG Policy Reference: IG13 v1. This policy replaces or supersedes Policy Ref:

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1 TITLE OF POLICY: Desk to Desk Process Policy CCG Policy Reference: IG13 v1 This policy replaces or supersedes Policy Ref: THIS POLICY WILL BE APPROVED BY THE POLICY REVIEW GROUP OF THE CLINICAL COMMISSIONING GROUP (CCG) GOVERNING BODY, AND WILL HAVE EFFECT AS IF INCORPORATED INTO THE CONSTITUTION AS PART OF THE SCHME OF DELEGATION. Target Audience Brief Description (max 50 words) Action Required All Staff A policy on Desk to Desk Process covering the approach and objectives around the control of IT services held and used by North West Surrey Clinical Commissioning Group The Head of Corporate Service and Risk will maintain a corporate register of all policies and their status, and will ensure that these are appropriately reflected on the website and available to staff in electronic and paper format. IG13 Desk to Desk Process Policy V1 February

2 Document Information : Title /Version Number/(Date) Document Status (for information/ action etc.) and timescale Accountable Executive Responsible Post holder/policy Owner Date Approved Approved By Publication Date Review Date Author Stakeholders engaged in development or review Equality Analysis Desk to Desk Process Policy V1 For implementation.. Chief Executive EQUALITY ANALYSIS This document has been assessed for equality impact on the protected groups, as set out in the Equality Act This Policy is applicable to the Governing Body, every member of staff within the CCG irrespective of their age, disability, sex, gender reassignment, pregnancy, maternity, race (which includes colour, nationality and ethnic or national origins), sexual orientation, religion or belief, marriage or civil partnership, and those who work on behalf of the CCG. Contact details for further information Elaine Stevens elaine.stevens1@nhs.net Amendment History Version Date Reviewer Name(s) Comments Desk to Desk Process adopted by NWS CCG from CSW February 2018 Elaine Stevens Associated Policy Documents Reference Title Glossary Term Definition IG13 Desk to Desk Process Policy V1 February

3 EQUALITY ANALYSIS To be completed and attached to any procedural document as part of main document sited between document information/version control sheet and contents page. 1. Does the document/guidance affect one group less or more favourably than ather on the basis of: Race Ethnic origins (including gypsies and travellers) Nationality Gender Culture Religion or belief Sexual orientation including lesbian, gay and bisexual people Age Disability - learning disabilities, physical disability, sensory impairment and mental health problems 2. Is there any evidence that some groups are affected differently? 3. If you have identified potential discrimination, are there any valid exceptions, legal and/or justifiable? 4. Is the impact of the document/guidance likely to be negative? Yes/No N/A 5. If so, can the impact be avoided? N/A 6. What alternative is there to achieving the document/guidance without the impact? 7. Can we reduce the impact by taking different action? N/A N/A Comments For advice in respect of answering the above questions, please contact the Corporate Office, North West Surrey Clinical Commissioning Group. If you have identified a potential discriminatory impact of this procedural document, please contact as above Names and Organisation of Individuals who carried out the Assessment: Please give contact details Date of the Assessment IG13 Desk to Desk Process Policy V1 February

4 Introduction Purpose This document will serve as the official desk to desk process of Incident Management for North West Surrey CCG. The document highlights the workflow, procedures, roles, escalation contacts and service desk contacts needed to implement a high quality process and ensure the processes are effective in supporting North West Surrey CCG. This is a living document and will be analysed and assessed on a regular basis. Desk to Desk Process Level 1 In the event of a Major Incident (P1) or High Priority (P2) affecting ICT shared services, please log a call in Marval and then escalate to the Service Desk Team Leaders with your incident number. NEL CSU ICT Service Desk Tel: nelcsu.itservicedesksoutheast@nhs.net Escalations nelcsu.ictescalation@nhs.net The Service Desk Team Leaders will then contact the resolving teams and also flag up the Marval ticket as a major incident. Level 2 However if the Major Incident have already been escalated and response have been received within the 1 st hour, please contact the Service Desk Team Leader or the Senior Service Manager in their absence. NELCSU Service Desk Team Lead: Mercy Oji Tel: moji@nhs.net NELCSU Senior Service Desk Manager: Sam Harman-Wilson Tel: s.harman-wilson@nhs.net Level 3 A Major Incident P1 or P2 process will be evoked and regular updates via MI comms will sent to the SCW CSU Service Desk address and the ticket will be updated. SCW CSU Service Desk address scwcsu.somersetservicedesk@nhs.net Level 4 In the event that the P1 or P2 is resolved communication will also be sent out and ticket resolved. SCW CSU Service Desk address scwcsu.somersetservicedesk@nhs.net IG13 Desk to Desk Process Policy V1 February

5 SCWCSU Service Desk Contact Details: Telephone number: address URL: SCWCSU Escalation Contact Name Role Contact Number Adam Lemm Service Desk Supervisor Jason Hayes Ian Robson Tech Support & Service Desk Manager Operations Manager IT Service Delivery David Walch Head of IT Service Delivery NELCSU Service Desk Managers and Team Leaders Name Role Contact Number Sam Harman- Wilson Senior Service Desk Manager Mercy Oji Service Desk Team Lead Kirsty Ende Senior Service Desk Technician Akin Jaiyeoba Senior Service Desk Technician Abe McShane Senior Service Desk Technician IG13 Desk to Desk Process Policy V1 February

6 SCW CSU to NEL CSU Service Desk to Desk Incident & Service Request Version 1.0 October 2017 Customer (Surrey CCG) Phone Call Request Web Request No Customer Happy? Yes END Call logged to Service Desk Tool NEL CSU Required? No Follow SCW Process Customer tified of call resolution SCW Service Desk Yes Contact NEL CSU P1 = Marval Self-Service then Phone call P2 = Marval Self-Service then Phone call P3 = Marval Self-Service P4 = Marval Self-Service Insert SCW CSU ITSM tool ref number in Marval short description field and insert Marval ref number into SCW CSU ITSM tool number field SCW Re-assess Update Service Desk Tool Request auto closed after 5 working days Call Closed No NEL Service Desk NEL CSU add call information to Marval. Auto response sent to SCW CSU Request triaged and assigned (0.5 day max Stays with NEL CSU? Yes Follow NEL Process Notify SCW of resolution (automated) Request auto closed after 5 working days Call Closed IG13 Desk to Desk Process Policy V1 February

7 Document Status Reviewers Name Ash Kadian Jason Hayes Mercy Oji Role SCW Senior Project Manager SCW Service Desk Manager NEL Service Desk Team Leader Approvals Name Role Approval Date David Walch SCW Head of IT Service Delivery TBC NEL Document Versions Version Status Author Date of Issue Comments 0.1 Draft Justice Wiredu 24/10/2017 Initial Draft IG13 Desk to Desk Process Policy V1 February