ACESS A Comprehensive Enterprise Social Services System

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1 State of Louisiana Department of Social Services ACESS A Comprehensive Enterprise Social Services System Procedures for Reporting and Escalating Problems Deliverable AC74 DECEMBER 6, 2006 VERSION 1.0 State of Louisiana - ACESS Page 1 of 17

2 TABLE OF CONTENTS 1.0 DOCUMENT CONTROL EXECUTIVE OVERVIEW Purpose Scope References to Other Documents ACESS HELP DESK PROBLEM REPORTING AND ESCALATION DESIGN General Overview of the ACESS Help Desk Help Desk Problem Escalation Process Workflow ACESS Help Desk Problem Escalation, Tracking and Resolution High-Level Workflow ACESS Help Desk Problem Escalation Workflow Steps described ACESS IBM Help Desk Problem Escalation, Tracking and Resolution High-Level Workflow SERVICE LEVEL AGREEMENTS Service Level Measures Availability Problem Response Time Problem Resolution Time Service Level Metrics Availability Problem Response Time by Severity Level SUPPORT ROLE ASSIGNMENTS, CONTACT INFORMATION, AND DISTRIBUTION LISTS ACESS Support Roles ACESS IBM Support Roles and Contact Information ACESS Distribution List for Severity Level 1 Notifications Reporting (refer to AC73) State of Louisiana - ACESS Page 2 of 17

3 1.0 DOCUMENT CONTROL Summary of Changes Version # Version Date Nature of Change Date Submitted 1.0 6/2006 Original 6/ /5/2006 Updated with State Comments 12/6/2006 Document Change Approvers Function State of Louisiana ACESS Project Director IBM Project Manager Barbara Hunter Lori Garris Name State of Louisiana - ACESS Page 3 of 17

4 2.0 EXECUTIVE OVERVIEW 2.1 Purpose This document establishes and communicates a common set of processes and procedures for the ACESS Help Desk Problem Reporting and Escalation. The purpose of establishing the processes and procedures to support this effort is to ensure that the ACESS Help Desk application development, package configuration change requests, and problem resolutions are addressed and documented (as well as promoted to production ) in a standard and efficient manner and obtain ACESS project approval and user acceptance. 2.2 Scope The scope of this document will address only the ACESS problem reporting and escalation process and procedures and not the process and procedures for the ACESS Help Desk implementation. 2.3 References to Other Documents The following deliverables and work products are referenced within this document: AC07: Scope and Change Management Plan QWeb Link: 16.nsf/h_FD4C6AEEAEFDBA E930065BFCE/2AD6FD037A0636F385256E EC00467A40/?OpenDocument&ResortAscending=13 AC21: Service Level Agreements QWeb Link: 16.nsf/h_FD4C6AEEAEFDBA E930065BFCE/9C1AFA1D51551EA885256F C7004EE8D8/?OpenDocument&ResortAscending=13 AC70: Staffed Level Two Help Desk QWeb Link: nsf/h_FD4C6AEEAEFDBA E930065BFCE/B D30BF67F A30063DE3E/?OpenDocument AC73: Help Desk Detail and Summary Reports QWeb Link: 16.nsf/h_FD4C6AEEAEFDBA E930065BFCE/809BD0C4D54DD6FC A EC/?OpenDocument State of Louisiana - ACESS Page 4 of 17

5 3.0 ACESS HELP DESK PROBLEM REPORTING AND ESCALATION DESIGN 3.1 General Overview of the ACESS Help Desk The following Help Desk Procedures content has been owned and developed by the State of Louisiana, Department of Social Services. It has been included here to support the design of handoff communication expected to occur between the DSS User Support Center and ACESS. State of Louisiana Confidential ACESS Training and Pilot Help Desk Procedures May 19, 2006 The initiative to train DSS staff to become familiar with ACESS and utilize the system to support their business processes will begin the week of May 22, In an effort to support staff involved in the training initiative, ACESS Project staff will be assigned to support an ACESS Training Help Desk. ACESS staff will rotate weekly to support the ACESS Training Help Desk. Notification regarding weekly assignments is forthcoming from ACESS Team Leads and Supervisors. Also, any member of the ACESS Team that is interested in an overview of Remedy functionality may contact Terri ACESS Training Help Desk to be located at 333 Laurel St, 4 th Floor, Rm 447 ACESS Training Help Desk Phone # ) ACESS staff assigned to work on the ACESS Training Help Desk will answer the telephone with ACESS Training Help Desk statement 1) ACESS Training Help Desk (CBT and Training Classes) CBTs will be deployed to desktops Thursday, May 18 th Dry Run of Training to begin week of May 22 nd in Baton Rouge Training Classes to begin week of June 5 th Help Desk Procedures for CBT and Training Classes: o DSS field staff will contact the DSS Help Desk o If DSS Help Desk can resolve the issue (could be a technical issue with regard to deployment of CBT), they will do so. o If DSS Help Desk determines it is a how to question related to the CBT s or the ACESS application: i. They will add a help desk ticket to record the problem. ii. They will connect the user to the ACESS Training Help Desk number. iii. They will close out the help desk ticket. State of Louisiana - ACESS Page 5 of 17

6 o ACESS staff that is assigned to work on the ACESS Training Help Desk will be required to enter information related to each call into an Excel spreadsheet. Information required is clearly outlined as part of the column titles on the spreadsheet. The spreadsheet will be accessible via the S drive. The Excel file is entitled Help Desk, location on the S OMF-ACESS Help Desk. 2) Help Desk Procedures for Pilot Implementation: o DSS field staff will contact the DSS Help Desk o DSS Help Desk will assign to the appropriate group (security, OSAS, ACESS). o DSS will determine appropriate priority: i. Remedy software defaults to medium priority ii. High priority is assigned when multiple users involved We will set up procedures for Help Desk to initiate phone calls until someone on the prioritized list is reached for notification. The ACESS Training Help Desk will be first on this list. iii. Urgent priority is assigned for System down or entire region down) - We will set up procedures for Help Desk to initiate phone calls until someone on the prioritized list is reached for notification. The ACESS Training Help Desk will be first on this list. o ACESS staff assigned to work on the ACESS Training Help Desk will be responsible for reviewing Remedy tickets. i. ACESS Training Help Desk members will be responsible for working these tickets. This includes updating the tickets and following up on the progress. ii. A response (not necessarily the resolve) to all medium priority defects is expected within 24 hours of having been reported. All tickets are to be resolved within 30 days. iii. If a ticket is mistakenly assigned to the ACESS group, a note should be entered into Remedy and then the ticket should be reassigned back to main help desk staff. iv. When ticket is resolved, a note stating the resolve should be entered into Remedy and then the status updated to resolved. An will automatically be generated to the requestor stating ticket resolved. User has 3 days to respond if problem is not fixed. If no response received from user, system will automatically close the ticket. 3.2 Help Desk Problem Escalation Process Workflow Fundamentally, all Help Desk calls that any user places to the Help Desk support organization can be categorized as: Category 1: Calls that can be handled by the help desk agent. For example, minor connectivity issues, FAQs about the application, and password reset. This is also known as Tier 1 support. State of Louisiana - ACESS Page 6 of 17

7 Category 2: Calls that cannot be addressed by FAQs but can be resolved by application process/procedures or administration functions. These calls do not require Problem Reports (PRs) or System Change Requests (CRs). This is also known as Tier 2 Support. Category 3: Calls that require changes to the system including hardware, software, data and documentation. Category 3 calls are categorized as Problem Reports (PRs) or system Change Requests (CRs). This is also known as Tier 3 support. Category 4: Calls that require error correction by the vendor (Cúram) to base or core application including hardware, software, data and documentation. This is also known as Tier 4 support. Additional Definitions: Problem Report (PR)-related calls are the ones that are problems with existing functionality, i.e. system functionality that is not working as per design. These are essentially due to either bugs (bugs with standard Cúram programs or bugs with custom Cúram programs that have been developed as part of the implementation project) or due to faulty set-up/administrative procedures. Change Request (CR)-related calls are the ones where the business users require a functionality which has not been factored into the functional specification / configuration. These are essentially are new requests or changes in existing functionality. State of Louisiana - ACESS Page 7 of 17

8 3.3 ACESS Help Desk Problem Escalation, Tracking and Resolution High-Level Workflow Based on the above definitions, the following high-level workflow is outlined below for problem reporting, tracking and resolution: 3.4 ACESS Help Desk Problem Escalation Workflow Steps described Step 1 (Enable Help Desk): Enable the ACESS Help Desk, in conjunction with the User Support Center and according to the defined Service Level Agreements. State of Louisiana - ACESS Page 8 of 17

9 The Department of Social Services User Support Center (USC) will be engaged to support the ACESS Application. This organization currently provides Help Desk services for other applications using Remedy Help Desk application. As part of the USC enablement process the ACESS Project will complete the Document for USC Support. The ACESS Project will work with DSS USC to ensure the following is also enabled: AC21: Service Level Agreements AC70: Staffed Level Two Help Desk AC73: Help Desk Detail and Summary Reports AC74: Procedures for Reporting and Escalating Problems Step 2 (User Finds Problem; Calls Tier 1 Help Desk): A User, from any of the sites, faces a problem with the Cúram system and dials the DSS Help Desk central number to report a problem to the Tier 1 Help Desk. Forms of communication: telephone or . Telephone calls are handled through a Uniformed Call Distributor (UCD). A UCD works so that in the event all User Support Center Staff is busy answering other telephone phone calls the next Caller(s) will be routed to a holding queue. The Caller(s), in sequence, will then automatically be routed to the next available User Support Staff member. Step 3 (Tier 1 Logs/Categorizes Call): The Tier 1 DSS Help Desk logs the call in Remedy. Tier 1 Help Desk analyzes the problem and determines if it is CATEGORY 1 or CATEGORY 2 problem. For a CATEGORY 1 case, the problem is resolved locally, the user is adequately briefed, the Remedy ticket updated and marked as resolved. When ticket is resolved, a note stating the resolve should be entered into Remedy and then the status updated to resolved. An will automatically be generated to the requestor stating ticket resolved. User has 3 days to respond if problem is not fixed. If no response received from user, system will automatically close the ticket. Support role assignments, contact information, and distribution lists can be found under Section 5 Step 4 (Escalates to Tier 2 Help Desk): For a CATEGORY 2 problem, Tier 1 escalates it to the Tier 2 Help Desk. This is done by changing the owner of the Remedy ticket to ACESS Tier 2 Help Desk support and assigning the ticket to the ACESS Help Desk queue. The required ACESS Help Desk support personnel (Tier 1-3 support and managers) will be provided access to the Remedy application. Step 5 (Updates Issue Log, Assigns Help Desk Lead and Categorizes Call): ACESS Tier 2 Help Desk reviews the Remedy queue for new tickets and assigns a Tier 2 Help Desk Lead. In case of an escalation, the Tier 2 Help Desk Lead will investigate the problem to determine (and subsequently discuss and agree with the Tier 1 Help Desk if necessary) if the problem is Category 2 or Category 3 Problem Report. For a CATEGORY 2 case, the problem is resolved locally, the user is adequately briefed, the Remedy ticket is updated and marked as resolved. When ticket is resolved, a note stating the resolve should be entered into Remedy and then the status updated to resolved. An will automatically be generated to the State of Louisiana - ACESS Page 9 of 17

10 requestor stating ticket resolved. User has 3 days to respond if problem is not fixed. If no response received from user, system will automatically close the ticket. For a CATEGORY 3 Problem Report the Remedy ticket is entered into ACESS ClearQuest as a Help Desk ticket, the appropriate ACESS Tier 3 Help Desk Lead is assigned, notification sent to the respective Tier 3 Help Desk Lead and the Remedy and ClearQuest ticket are updated and routed accordingly. Step 6 (Escalates to Tier 3 Help Desk): For a CATEGORY 3 problem, Tier 2 escalates it to the Tier 3 Help Desk Lead. Step 7 (Updates Issue Log, Assigns Help Desk Lead): Tier 3 Help Desk will investigate the problem to determine (and subsequently discuss and agree with the Tier 2 Help Desk if necessary) if the problem is Category 3 or Category 4 Problem Report. For a CATEGORY 3 case, the problem is researched and deemed to be able to be resolved locally, the Remedy and ClearQuest tickets are updated and steps 9-11 are invoked to determine if a resulting defect or change request is warranted. Once a resulting defect or change request has been created the Remedy and ClearQuest tickets are marked as resolved. When ticket is resolved, a note stating the resolve should be entered into Remedy and then the status updated to resolved. An will automatically be generated to the requestor stating ticket resolved. User has 3 days to respond if problem is not fixed. If no response received from user, system will automatically close the ticket. For a Category 4 Problem Report refer to Step 8. Step 8 (Updates Issue Log, Assigns Help Desk Lead): In case of an escalation to Tier 4, a Cúram Trouble Ticket will be recorded on the Cúram Cares support site and the Remedy and ClearQuest tickets are updated accordingly by the Tier 3 Help Desk Lead. Once a Cúram Trouble Ticket is initiated frequent status meetings (typically weekly) are conducted with Cúram until resolved. Communication back to the End-User of timeline and next steps will be provided by the Tier 2 support team. Step 9-11 (Investigates, Categorizes PR or CR, Estimates Effort, and Seeks Approval): In case of an escalation from step 6, the Tier 3 Help Desk Lead will investigate the problem to determine (and subsequently discuss and agree with the Tier 2 Help Desk if necessary) if the problem is a PR or a CR. Depending on the PR/CR determination, the lead will work with the appropriate resources to estimate the resolution effort and present to either the ACESS project team or Client Team to determine next steps. For details on the system change requests (CRs) process reference ACESS project deliverable AC07: Scope and Change Management Plan. For details on the ACESS service level agreements (SLAs) reference the ACESS project deliverable AC21: Service Level Agreements. Steps 9-11 (Client Team Business Unit requests and validates CR / ACESS Change Control Board Approves CR for implementation): For an CR, the Tier 3 Help Desk will forward it to pre-designated representatives from the client team (ACESS Business Unit) for validation of the new / changed functionality requested by the user and request for approval to proceed on estimation of effort. On receiving a client approval, the Tier State of Louisiana - ACESS Page 10 of 17

11 3 Help Desk will initiate the resolution process. Once the solution has been approved and development is complete, it will be unit tested in the development environment, integration tested in the Quality Assurance environment and communicated to the client team for conducting UAT. On successfully completion of UAT, the solution is then promoted to the production environment. For details on the system change requests (CRs) process reference ACESS project deliverable AC07: Scope and Change Management Plan. For details on the ACESS service level agreements (SLAs) reference the ACESS project deliverable AC21: Service Level Agreements. Step (Resolves PR through Promotes to Production ): If the problem is a PR, the Tier 3 Help Desk will update the Remedy and ClearQuest records with the system defect reference number for cross-tracking purposes. The Tier 2 Help Desk will then be able to provide an update to Remedy ticket originator. The system defect will be corrected by following the ACESS Release Management process and procedures. Steps provide a high-level overview. On successfully completion of UAT, the solution is then promoted to the production environment. For details on the ACESS Release Management Procedures reference the Post- Increment 1 Production Release Management Cycle pdfand subsequent updates introduced by the ACESS project. For details on the ACESS service level agreements (SLAs) reference the ACESS project deliverable AC21: Service Level Agreements. Step 19 (Updates Development, User, and Training Documentation): Concurrent with promoting the solution to production, the Tier 3 Help Desk or appropriate group (i.e., Training, Development ) will update the appropriate documentation (i.e, development, user, training ) Step 20 (Performs Close Ticket Process): Tier 2 Help Desk ensures the Remedy and ClearQuest tickets have been updated with the resolution and then move the status to resolved. An will automatically be generated to the requestor stating ticket resolved. User has 3 days to respond if problem is not fixed. If no response received from user, system will automatically close the ticket. 3.5 ACESS IBM Help Desk Problem Escalation, Tracking and Resolution High-Level Workflow Section 3.4 discussed the high-level process that each help desk call will complete for identification of category, escalation path and problem resolution. This section presents the ACESS project team internal steps for problem escalation, tracking and resolution. State of Louisiana - ACESS Page 11 of 17

12 4.0 SERVICE LEVEL AGREEMENTS 4.1 Service Level Measures This SLA focuses on the following 3 key measures: Availability Availability is defined as the percent of time that the service or ACESS application - is available minus unscheduled downtime directly resulting from problems with the application. Note that the scheduled downtime or downtime resulting from (1) a loss of network or system availability, (2) a loss of database availability, or (3) DSS enterprise downtime is not included in the calculation. State of Louisiana - ACESS Page 12 of 17

13 4.1.2 Problem Response Time Problem response time is the time required for the client to receive a response that the problem has been routed to the appropriate contact after reporting the problem to the ACESS Help Desk. This contact who should be the person that will directly work the problem to resolution should have acknowledged receipt of the problem ticket at this time Problem Resolution Time Problem resolution time is the time required for the problem to get resolved after the client has reported the problem to the ACESS Help Desk. 4.2 Service Level Metrics Availability The target availability of the ACESS Application is targeted to be 98.5%. Measurement of this metric will be based on data captured in Remedy by the ACESS Help Desk Problem Response Time by Severity Level Each support call will be assigned a severity level depending on the priority and business impact of the request. The service level metrics assigned to Problem Response Time depend on the severity level as defined in the following table: Severity 1 Severe Business Impact Characteristics A critical in-scope business function system or application causing a critical impact on business operations or network is down: Causing severe impact on production operations Affecting a large number of users (majority of users at the site) No alternative or bypass is available Considered a critical situation. Response Target 1 hour (24x7) 2 Major Business Impact A critical function system or application or network is down, degraded or unusable with: A potential severe impact on service delivery 2.5 hours (During Business Hours) State of Louisiana - ACESS Page 13 of 17

14 3 Minor Business Impact 4 Low Business Impact No acceptable alternative or bypass is available. A non-critical function system or application or procedure is down, unusable or difficult to use: With some operational impact No immediate impact on service delivery An alternative or bypass is available Problems that would otherwise be considered Severity 2 but that have an acceptable alternative or bypass available will be designated a Severity 3. A non-critical function that the user requests to document a modification request. Low impact on business and low impact on number of users Typically results in a change request for new functionality. 4 hours (During Business Hours) 8 hours (During Business Hours) Measurement of these metrics will be based on data captured in Remedy by the ACESS Help Desk. State of Louisiana - ACESS Page 14 of 17

15 5.0 SUPPORT ROLE ASSIGNMENTS, CONTACT INFORMATION, AND DISTRIBUTION LISTS 5.1 ACESS Support Roles Role Primary Contact Secondary Contact IBM Tier 2 HD Lead John House Pavan Potharazu DSS Tier 2 HD Lead Jay Grantham and Training Help Desk Sherry White, Sherry Guillory, Barbara Lewis IBM Tier 3 HD Lead Gary Hamilton Mike Wang DSS Tier 3 HD Lead Terri Eckles David Sylvia IBM PMO Lori Garris Elisabeth DeCoursey DSS PMO Barbara Hunter Terry Skaggs ACESS USC Supervisor Cedric Woods 5.2 ACESS IBM Support Roles and Contact Information IBM Help Desk Prioritized Contacts * All 877 numbers will ring to the individuals mobile phone. Priority Name Number and pager notification for all new Remedy Tickets Tier Support Level 1 John House Yes Tier 2 2 Pavan Potharazu Yes Tier 2, 3, 4 3 Gary Hamilton Yes Tier 2, 3, 4 4 Mike Wang No Tier 2, 3, 4 5 Neville Fernandes No Tier 2, 3, 4 State of Louisiana - ACESS Page 15 of 17

16 6 Elisabeth DeCoursey No Tier 2, 3, 4 7 Lori Garris No Tier 2, 3, 4 Note: Tier 4 support is limited to creation, monitoring and providing support to Cúram, as requested. 5.3 ACESS Distribution List for Severity Level 1 Notifications Group Name Address IBM John House Pavan Potharazu Gary Hamilton Mike Wang Neville Fernandes Elisabeth DeCoursey Lori Garris Pavan K DSS MAXIMUS Terri Eckles Dan Marler David Sylvia Greg Binning Sherry White Sherry Guillory John Jett Terry Skaggs Barbara Hunter Dan Sisco State of Louisiana - ACESS Page 16 of 17

17 5.4 Reporting (refer to AC73) A listing of recommended reports, frequency of generation and recommended distribution list can be found in AC73: Help Desk detail and summary reports. State of Louisiana - ACESS Page 17 of 17

18 Filename: AC74_Prc4Rep_EscProb.doc Directory: C:\Documents and Settings\sallen\Desktop\Work\ACESS Template: C:\Documents and Settings\Administrator\Desktop\Deliverable Documentation Template.dot Title: AC69 ACESS System Help Desk Procedures Subject: Author: Lori Garris Keywords: Comments: Creation Date: 12/7/2006 9:58:00 AM Change Number: 3 Last Saved On: 7/26/ :32:00 AM Last Saved By: Debby Nance Total Editing Time: 3 Minutes Last Printed On: 7/30/2007 6:34:00 PM As of Last Complete Printing Number of Pages: 17 Number of Words: 4,017 (approx.) Number of Characters: 21,733 (approx.)

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