TECHNICAL SERVICES INCIDENT MANAGEMENT PROCESS

Transcription

1 TECHNICAL SERVICES INCIDENT MANAGEMENT PROCESS INCIDENT MANAGEMENT PROCESS FATPOT utilizes an Management Process to facilitate both the identification of s, and their timely and accurate resolution as well as manage responses to Super User(s) Service Requests: an "" is any operational occurrence that generates a ticket within the FATPOT Management system. A ticket can be initiated by the Super User(s) or by FATPOT. These can include failures, questions or queries reported by the Super User(s) via a telephone call or to an ; a "Service Request" is a matter that can be defined and planned and delivered in an agreed timeframe. The following diagram provides an illustration of the FATPOT Management process: Figure 1 - Management Process The following table provides details related to each activity illustrated in the Management process flow: No. Activity Roles Input / Trigger Description 1.0 Report Super User(s) FATPOT Technical Services Service outage or degradation Super User(s) call the to report an incident. Output / Completion Criteria reported to the Management Process

2 No. Activity Roles Input / Trigger Description 2.0 Log and Prioritize 3.0 Create Ticket and Contact Customer 4.0 Initial Evaluation 5.0 Perform Diagnosis 6.0 Implement Solution 7.0 Close Reported Reported Logged Logged Solution for Resolution Solution or Explanation Provided Verify User identification and details of the incident. Determine Priority based on User input. Create ticket in incident tracking tool. Contact Customer within pre-determined acknowledgement times. conducts initial diagnosis to discover the full symptoms of the incident and to determine if incident can be Resolved by ; Work Around confirmed; if incident needs to be escalated to the FATPOT Team ( ). conducts further diagnosis to determine how to restore service. Coordinates communication of solution work around Explanation with Customer. Confirm resolution successful with Customer. Update ticket with resolution information. Close ticket in tracking tool. Output / Completion Criteria Prioritized Logged Customer Contact Solution Work Around escalated to Solution for Resolution Solution or Explanation Close Table 1 - Management Process Detail NOTE: During incident management process, the monitors the progress of resolution activities and provides periodic updates to the Customer. Management Process

3 Service Priority Matrix The following table provides definitions for each of the Priority levels used within the Management (defined below) process for prioritizing operational incidents. Priority Code Description 1 Priority Code 1 is only assigned to operational s with the most significant/severe impacts and must be recovered in the shortest possible time. Priority 1 operational s are those which prevent the execution of one or more critical functions of the Product. Although a workaround may be made available, the Incidence will remain a Priority 1 until that workaround is successfully implemented. A Priority 1 problem requires immediate and continuous attention (24x7) until circumvented or corrected. Response to the Operational will be within 15 minutes of the time the Operational reaches the FATPOT Technologies Helpdesk. 2 Priority Code 2 is usually assigned to severe Operational s associated with systems/services that are essential to maintaining quality or cycle time goals. These are usually major, but not business critical, Operational s. This assignment will be used to indicate that end-users are experiencing a major impact caused by a failure that inhibits one or more non-critical business function(s). While this classification is reserved for those types of Operational s that do not require 24x7 support, they generally affect large groups of users and quick attention is necessary. These Operational s are generally worked during business hours. Response to the Operational will be within 1 hour. 3 Priority Code 3 operational s are usually important for reasons of efficiency and cost control. This type of operational is categorized as minor and does not require immediate attention. The condition may prevent an individual user from continuing non-critical work, cause an impact to non-critical business functions or exist where there is no feasible long-term workaround. Because this problem does not affect large groups of users, immediate attention is not required. These operational s are generally worked during normal business. Response to the operational will be within 4 business hours. 4 Priority Code 4 operational s are important for reasons of efficiency. These types of s do not impede the work process. They are considered to be the general work queue for Level 1 support. Priority Code 4 operational s are minor and do not normally require immediate attention. These problems will result in minimal or no impact to the business function or end-user. Most have a current work-around or a temporary solution that has been put into place. Because this problem does not affect large groups of users, immediate attention is not required. Table 2 - Management Priority Matrix Management Process

4 FATPOT reserves the right to implement final resolution of solutions for Priority Level 4 errors in conjunction with regularly scheduled software deployments. FATPOT shall be responsible for providing technical support and correcting errors for the most recent release of the software provided to Customer; additionally, FATPOT shall continue to support the two (2) immediately prior releases for a reasonable period, not to exceed eighteen (18) months. Contact Type by Issue Type of Contact Contact Activities Priority s 1- Phone call required 2 Priority s 3- anytime or phone during business hours 4 NOTE: After hours contacts will be handled by the on call Table 3 Contact Matrix Service Level Targets Summary The following table provides a summary of the service level targets based on incident priority for each environment: Environment Service Hours of Support Required Production 7 days/week x 24 hours/day Testing / Acceptance Training Table 4 Service Level Targets Summary Monday Friday 8:00 a.m. to 5:00 p.m. Mountain Time except Holidays Monday Friday 8:00 a.m. to 5:00 p.m. Mountain Time except Holidays Tolerance for an Application Outage Resolution Priority 1 4 hours Priority 1 N/A Priority 1 N/A Min. Availabilit y Target 99.5% 85% 85% Management Process

5 Escalation diagram: Escalations will follow the detailed support workflow as illustrated in the following Figure 2 - Management Escalation Diagram Management Process