Incident Management-Roles and Responsibilities

Transcription

1 Enterprise Services Incident Management- Rles and Respnsibilities Fr Key Stakehlders Table f Cntents 1. Intrductin: Objective: In Scpe: Out f Scpe: Incident Management is cmpsed f: Key Stakehlders: Rles and respnsibilities Hw is Incident Management engaged Assciated Dcuments Dcument Review... 8 Page 1 f 8 Incident Management-Rles and Respnsibilities

2 Enterprise Services 1. Intrductin: This dcument defines the Incident Management Functin within Service Alberta Enterprise Services. It identifies all the key stakehlders, and utlines rles and respnsibilities f each party thrughut the functin f Incident Management Functin: A team r grup f peple and the tls they use t carry ut ne r mre Prcesses r Activities. Fr example the Service Desk. (ITIL V3 Glssary v3.1.24, 11 May 2007) Within Enterprise Services, the Incident Management Functin is cmpsed f the Crprate Incident Management team, an Incident Manager frm each service prvider, and the Queue Managers identified by the Service Prviders, alng with the Service Desk. Each ne f these key stake hlders play a particular rle in the prcess, which is utlined in this dcument. 2. Objective: The bjective f Incident Management is t drive client satisfactin thrugh the delivery f a quality and timely service. This is dne by: Managing high and critical Incidents t ensure timely cmpletin Managing user escalatin Overseeing all Incidents and user service requests fr timely cmpletin 3. In Scpe: Mnitring f tickets and taking the actins necessary t meet GA service targets Managing Incidents including Majr Incident with a pririty f Critical r High, client facing Pririty 1 (Critical) and Pririty 2 (High) Client satisfactin fr Incidents Managing user escalatins fr Incidents and user service requests Reprting Initiatin f Prblem Prcess fr prblems identified by Incident Management Initiatin f Issue Prcess fr Issues identified by Incident Management Ensuring crrect executin f Incident Management Prcesses In-scpe types f Tickets: Incidents - All pririties (Infrastructure Restratins and User Restratins) User Service Requests All USR Types GA Dmain and Transitin ministries Page 2 f 8 Incident Management-Rles and Respnsibilities

3 Enterprise Services 4. Out f Scpe: Perfrmance and reslutin f rt cause analysis This is the respnsibility f Prblem Management Issue investigatin and reslutin This is the respnsibility f Issue Management Vendr specific cntract Service Levels This is the respnsibility f Cntract Management 5. Incident Management is cmpsed f: Crprate Incident Management Team An Incident Manager frm each Tier 2/3 service prvider An Incident Manager frm the Service Desk 6. Key Stakehlders: Client Service Desk Queue Managers Service Prvider Supprt Teams Service Prvider Supprt Incident Managers Crprate Incident Managers Service Delivery Managers Prblem Management Page 3 f 8 Incident Management-Rles and Respnsibilities

4 Rles and respnsibilities Rles and respnsibilities Enterprise Services 7. Rles and respnsibilities Stake hlder Descriptin Client Frnt-line staff r SRCs f the ministries which have engaged Service Alberta Enterprise Services as their Service Prvider Cntact the Service Desk by r phne t reprt a new issue r request Status Update r Expedite/Escalate an existing request. Prvide all infrmatin relevant t the incident: what actin is required, by when, and what is the business impact Participate and prvide additinal infrmatin wherever client input is required Wrk with Service prvider r Crprate Incident Management t determine best apprach if cnflict arises Seeks Incident/User Service Request cmpletin within a timeframe satisfactry t their business pririties Service Desk Analysts Initial pint f cntact fr all client requests. Create incident, update wrk lg, priritize and categrise the incident. Obtain and recrd all relevant details, capturing minimum required infrmatin as indicated in the Knwledge base Ensure tickets are assigned crrectly if unable t reslve within the service desk Engage Crprate Incident Management when a Majr Incident is identified r when client requests escalatin Respnsible fr prviding current status, managing caller s expectatins by prviding current service level Apply first call reslutin using Knwledge base, indicate article number used, and prvide feed-back n the article if applicable Identify trends n high call vlumes that indicate Majr Incident is in Prgress Engage supprt teams as required fr Critical and High pririty tickets Page 4 f 8 Incident Management-Rles and Respnsibilities

5 Rles and Respnsibilities Rles and respnsibilities Enterprise Services Stake hlder Descriptin Queue Managers Individuals assigned within each service prvider team, wh manage the queue f assigned tickets. Respnsible fr mnitring queue(s) within ITSM during business hurs Direct the Incident Management prcess by assigning tickets t the apprpriate individual n a service prvider team Priritize incidents, based n pririty and urgency, and assessing service prvider team resurces and capacity Mnitr existing tickets and escalate t management if in risk f missing the service level targets Initiate and receive warm transfer(functinal escalatin) f tickets assigned t a queue in errr r if Escalatin prcess is being fllwed Receive the assigned incident; determine if the ticket was crrectly assigned Wrk with the service desk t crrect assignment prcess when a ticket is wrngly assigned Prvide Escalatin as an ptin Respnsible fr the end-t-end service level attainment Identify trends r high call vlumes that indicate Majr Incident is in prgress Service Prvider Supprt Teams Supprt Incident Management by handling the assigned requests in a timely manner Reslve the ticket within end-t-end service levels Trublesht and update wrk lg Engage clients in a prfessinal and friendly manner Fllw functinal escalatin if needed Fllw the persnal tuch prcess Supprt Service Desk in status update requests Escalate t the service prvider incident manager Prvide best business slutin if encunter a rad-blck Ensure tickets cntain all necessary details prir t clsing them Use Knwledge Base articles fr incident trubleshting Prvide feed-back in regards t Knwledge Base articles Page 5 f 8 Incident Management-Rles and Respnsibilities

6 Rles and Respnsibilities Rles and Respnsibilities Enterprise Services Stake hlder Descriptin Service Prvider Incident Managers Main escalatin pint fr the Service prvider Supprt teams, and a liaisn with Crprate Incident Management (CIM) Central Cmmunicatin pint fr Majr Incidents managed by their rganizatin Respnd t user escalatins and engage functinal escalatin and service delivery management as required Respnsible fr escalating Incidents and User Service Requests within their rganizatin Engage CIM in case f cnversin frm Expedite Request t Escalatin, r when a Majr Incident is identified Assist the queue managers with the crrect reruting f the misruted tickets Participate in incident management meetings Identify prcess imprvements Prvide incident reprt t prblem management Ensure their rganizatin is aware f current incident prcess and adhere t it Crprate Incident Management Dedicated team accuntable fr the end-t-end incident management prcess.. Oversees Incidents and User Service Requests end-t-end Crdinates activities fr High and Critical Incidents, P1/P2 prcess Escalatin pint fr Service Delivery Managers and Service Prvider Incident Managers Cntact Service Delivery Manager t discuss details f the rejected Escalatin Ntify Service Prvider Incident Manager f Master ticket Mnitr service levels f Incident management functin Discuss priritizatin with Service Prvider Incident Management Validate use f Knwledge Base n Escalatins Require input frm user: escalatin requirements, validatin and circumstances, input frm the Service prvider: what are the reslutin ptins Owner f the Incident Management prcess Page 6 f 8 Incident Management-Rles and Respnsibilities

7 Rles and respnsibilities Rles and Respnsibilities Enterprise Services Stake hlder Descriptin Service Delivery Managers (SDMs) Liaisn between Incident management functins and Senir ministry cntact. Clients f Incident Management Functin. Validate Escalatins Engage CIM n items that have nt been handled satisfactrily by the regular escalatin prcess. Understand service cmmitments and watch fr ntificatins f instances when services d nt meet the requirements, take crrective actins. Seek a reslutin with the client in rder t reach satisfactry utcme Discuss with client unacceptable appraches in incident reslutins Trigger CIM t advise the client f the rejectin f Escalatin request Wrk with the ministry t find best business slutin if cnflict arises Prblem Management A cntinuum f the Incident Management prcess Is engaged by incident management and is a separate functin Incident Management is the initiatr f the Prblem prcess When Incident Cause identifies a requirement, handff ccurs t prblem management Prvide input t rt cause analysis Perfrm trending and analysis f incidents t practively identify prblems Overseeing Prblem Management prcess Page 7 f 8 Incident Management-Rles and Respnsibilities

8 Enterprise Services 8. Hw is Incident Management engaged? Thrugh the Service Desk Prir t engaging Incident management, a ticket must be pened with the Service Desk Thrugh the Service Delivery Manager Can engage Crprate Incident Management fr items that have nt been satisfactrily handled by the standard escalatin prcess Incident management is NOT available fr clients t cntact directly Incident management engages the client business teams thrugh the SDM team Incident management engages the client technical teams directly Success is measured by: Attainment fr end-t-end service targets Identificatin f issues and prblems that inhibit attainment f end-t-end service levels Attainment f Incident Management specific metrics 9. Assciated Dcuments All the assciated dcuments can be lcated n Gvernment f Alberta IMT Standards web page: Operatins sectin, Categry Incident Assciated dcuments are listed with the IM heading. Link: Dcument Review Versin Number 1 Effective Date MM/DD/YY Last Revised 07/04/2013 Annual Review MM/DD/YY Date: ADHOC Review Date Change Request CRQ Date: Dcument Owner Prepared by Name Lenard Blakey Name Oksana Mashchak Rle Manager, ICT Rle Business Analyst Dcument Lcatin Dcument Sensitivity Unrestricted Dcument Number C Page 8 f 8 Incident Management-Rles and Respnsibilities