IM 6.0 Incident Escalation Process

Transcription

1 IM 6.0 /USR Purpose: The purpose of this document is to define the process and tasks associated with requests to escalate s. Scope: User Service Restoration User Service Request Infrastructure Restoration Out-of-Scope: New s handled by Creation. Priority 1 and 2 s handled by the P1/P2. Scope does not include any associated 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. Recommendation: ITSM enhancement: Callback process response measurement; An SLA functionor timer that works similar to the initial response metric that would allow us to measure the attentiveness of service providers in getting back to clients, providing options and setting expectations leading to CSI. Start timer/stop timer. Page 1 of 11

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 11

3 Map : February 14, 2014 Creation (Unable to Work) Lifecycle A Service Desk Client IEP 6.2 Update with Request Details IEP 6.1 Requests IEP 6.3 Notify Support Team IEP 6.10 Confirm Business Impact & Schedule IEP 6.11 Agree Timeframe Scheduled? No Yes IEP 6.15 Agree W/ Negotiation? No B Yes C IEP 6.19 Gather Additional Details D IEP 6.23 Client Agree W/ Change? No Yes Assigned Service Provider Team IEP 6.8 Review Work Log IEP 6.9 IEP 6.13 Notify IM IEP 6.12 Perform Work Lifecycle Service Provider Manager IEP 6.14 Confirm Details & A IEP 6.16 Notify Support Team E B IEP 6.17 Notify CIM Corporate Management IEP 6.4 Validate Options IEP 6.6 Inquire & Monitor IEP 6.5 Business Impact P1/P2 IEP 6.7 P1/P2 IEP 6.18 Review Ticket Details Client Callback IEP 6.9 C D IEP 6.20 Valid? No IEP 6.22 Inform Client & Assigned Team of Yes IEP 6.21 Notify Support Team & Upgrade Priority IEP 6.24 Engage Client SDM IEP 6.26 Notify IM of Approved Feedback E Service Delivery Manager IEP 6.25 on Dissat Lifecycle Page 3 of 11

4 Business Rules: s are defined as situations truly impacting the business, or broken commitments. 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 Level Targets will be communicated on each escalation request. Client has option to escalate on any. Corporate Management will be engaged on every client escalation, and will respond to the request within 4 hours. Once an escalation is validated by CIM and/or Service Delivery Manager, Service Providers are to work with CIM to properly prioritize the escalation. Service Delivery Managers will be engaged to communicate with client on escalation decisions that are unsatisfactory to client. Where possible, and until CIM approval, tickets will be managed by Assigned Service Provider Support Team s as CIM will own all decision points as per Business Justifications for escalated requests. Service Desk typically must 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 : Action where resolution of s can be sped up and may be accommodated within the Service Provider s priorities and resources. requests can be actioned, rejected, or negotiated. o : Action which is business impacting and requires CIM to be engaged with the Service Provider in a situation in which typically a commitment has been breached, or Service Provider and Client cannot reach agreement as to proposed resolution. s are to be Service Provider s top priority. Page 4 of 11

5 Activities: Table 1: Activity Matrix Activity Inputs Description Outputs IEP 6.1 Requests Client calls service desk. Client calls the service desk to request an escalation that is business impacting. Request. Solution ID: IEP 6.2 Update with Request Details Request. Service Desk captures client s requests & business justification for the escalation & updates the ticket work log. Updated work log. Solution ID: IEP 6.3 Notfiy Support Team Updated work log. Service Desk notifies the support team, IM, & CIM with client escalation request through ITSM . sent to assigned team, IM & CIM. Subject Line contains: Ticket Number And VIP if VIP IEP 6.4 Validate Options received from SD Decision Point Validate Need 1) Business Impact requires P1/P2? 2) Inquire & Monitor escalation (SDM, SLA, Aged) 3) agreement P1/P2 IEP 6.5 Business Impact P1/P2 P1/P2 A situation in an existing ticket has progressed or more information has become available to warrant a P1/P2. P1/P2 IEP 6.6 Inquire & Monitor CIM reviews and engages anyone capable of providing relevant information for validation & continues to monitor as an escalation. Monitor as escalation, potential reassessment on new information. Page 5 of 11

6 Activity Inputs Description Outputs IEP 6.7 CIM agrees that the impact is not business critical, SLA has been maintained appropriately and service provider will continue to assess options and attempt to deliver service within their means. IEP 6.8 Review Work Log received by Service Desk. Assigned support team & IM reviews the work log entry based on captured information by the service desk. Work log review IEP 6.9 Work log has been reviewed The support team will contact the client within the hour of assignment. In the absence of the client, a voice mail and will be left following personal touch. Client personal touch. IEP 6.10 Confirm Business Impact & Schedule Client personal touch. expedite process. Support Team will confirm the business impact & negotiate a time for resolution. If possible the tech will perform troubleshooting or they will will schedule a time with the client. Schedule time for fix. IEP 6.11 Agree Timeframe Scheduled? Schedule time for fix. Decision Point: Does the client agree with the timeframe provided by the assigned team to complete the work? Yes, perform work No, notify IM If YES: Move to IEP 6.12 If NO: Move to IEP 6.13 IEP 6.12 Perform Work Client agrees with time slot. The assigned support team will begin trouble shooting the issue and follow functional escalation if required. Work begins on resolving the root issue. IEP 6.13 Notify IM Client does not agrees with time slot. Support team will inform their Manager for assistance in regards to the clients rejection of the IM is notified Page 6 of 11

7 Activity Inputs Description Outputs approved timeframe. IEP 6.14 Confirm Details & IM is notified. The Manager will verify the content of the issue prior to contacting the client in rescheduling an appropriate time. Ticket details reviewed, attempt contact. IEP 6.15 Contact attempt. Decision Point: Yes, notify support teams Agree with Negotiations? Does the client agree with the negotiations after being offered an approvement? No, notify CIM If YES: Move to IEP 6.16 If NO: Move to IEP 6.17 IEP 6.16 Notify Support Team Client agrees with IM time slot. CIM notifies IM of approved feedback. The Manager contacts the assigned support team of a approved scheduled time frame to start and complete the work for the client. Assigned team is notified of client feedback. IEP 6.17 Notify CIM Client does not agree with IM time slot. CIM is notified that the client has disapproved of the time scheduled by both the assigned team and the incident manager. CIM is notified. IEP 6.18 Review Ticket Details CIM is notified. CIM will review the ticket details based on what was noted in the work log for a general understanding of the situation. Ticket reviewed by CIM. IEP 6.9 Work log has been reviewed The CIM will contact the client within the hour of assignment. In the absence of the client, a voice mail and will be left following personal touch. Client personal touch. IEP 6.19 Gather Additional Ticket reviewed by CIM. CIM will contact the client for an understanding from their own perspective of the issue based on the businsss Additional information is gathered and understood. Page 71 of 11

8 Activity Inputs Description Outputs Details justification and reasons for escalation. Additional details may be gathered here that may have been missed in the work log. IEP 6.20 Valid? Additional information is gathered and understood. Decision Point: CIM will determine if this is a valid escalation made by the client. If YES: Move to IEP 6.21 Yes, Notfiy support team with possible priority upgrade. No, Notify client & assigned team of expedite. If NO: Move to IEP 6.22 IEP 6.21 Notify Support Team & Upgrade Priority Support team notified with possible priority upgrade. CIM will notify the support team of the escalation requested by the client and ensure that it is given top priority. Upgrade the priority as required. Informed of escalation & possible priority upgrade. IEP 6.22 Inform Client & Assigned Team of Client & assigned support team notified. CIM will inform the client, there request will be expedited and notify the service provider to treat the request as an expedite. has been invoked. IEP 6.23 Client Agree with Change? Informed of escalation & possible priority upgrade. has been invoked. Decision Point: Does the client agree with the new changes approved by CIM? If YES: Move to IEP 6.26 If NO: Move to IEP 6.24 Yes, Notify IM of approved feedback. No, Engage SDM IEP 6.26 Notify IM of Approved Feedback Client approves of CIM time slot. CIM will notify the incident manager of the approved feedback provided by the client. Notify incident manager of feedback. IEP 6.24 Engage Client SDM CIM contacts SDM. CIM will engage the client s SDM to handle the appropriate measures for client approval. SDM engaged. IEP 6.25 SDM engaged The SDM will contact the SDM handles client dissat Page 8 of 11

9 Activity Inputs Description Outputs on Dissat. client on the dissatisfaction of time spent to complete the request for an escalation. OR If they are not satisfied with an expedite, then they can contact their executive director to setup a compelling reason for this business request. on escalation. Roles and Responsibilities: Table 2: RACI Matrix Client Service Desk Assigned Service Provider Support Team Service Provider Support Team Manager Corporate Management Activity IEP 6.1 Request I IEP 6.2 Update with Request Details I IEP 6.3 Notify Support Team I I I IEP 6.4 Validate Options IEP 6.5 Business Impact P1/P2 I I I IEP 6.6 Inquire & Monitor I I I IEP 6.7 I I I IEP 6.8 Review Work Log IEP 6.9 I IEP 6.10 Confirm Business Impact & Schedule C IEP 6.11 Agree Timeframe Scheduled? I IEP 6.12 Perform Work IEP 6.13 Notify IM I IEP 6.14 Confirm Details & IEP 6.15 Agree with Negotiations? I IEP 6.16 Notify Support Team I IEP 6.17 Notify CIM I Service Delivery Manager Page 9 of 11 I M 6.0

10 IEP 6.18 Review Ticket Details IEP 6.9 I IEP 6.19 Gather Additional Details C IEP 6.20 Valid? IEP 6.21 Notify Support Team & Upgrade C,I Priority IEP 6.22 Inform Client & Assign Team of I C IEP 6.23 Client Agree with Change? I IEP 6.26 Notify IM of Approved Feedback I IEP 6.24 Engage Client SDM C,I IEP 6.25 on Dissat. 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: Measurements Report and Review Cycle KPI/Report Number or % of Requests X X Number or % of s from Requests X Number or % of s from Status Update Requests X Daily Weekly Monthly Every 3 Months Every 6 Months Yearly Page 10 of 11

11 Associated Documents:... Client Callback... P1/P 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 1.0 Effective Date 04/01/2013 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 11 of 11