Version Issue Date Reason / Description of Change Author Draft February, N/A 2009

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1 Appndix A: CNS Managmnt Procss: OTRS POC Documnt Control Titl : CNS Managmnt Procss Documnt : (Location of Documnt and Documnt numbr) Author : Ettin Vrmuln (EV) Ownr : ICT Stratgic Srvics Vrsion : Draft Th mastr of this documnt is hld lctronically. All printd copis ar uncontrolld. All lctronic copis othr than th mastr ar uncontrolld copis. To obtain copis, contact th documnt ownr. Amndmnt Rcord Vrsion Issu Dat Rason / Dscription of Chang Author Draft Fbruary, N/A EV 2009 Tabl of contnts 1. Procss Flow: CNS Managmnt Procss Procss Dscription vrsus Implid ITSM Tool Capability: CNS Managmnt Procss...4

2 CNS Managmnt Procss 1. Procss Flow: CNS Managmnt Procss CNS Managmnt Usr / Monitoring Systm Virtual Srvic Dsk Support Tir Tickt Coordinator Managr Rsolvr (Hot Satr) Quality Srvics Managr Procss bgins 1 Initiats incidnt 2 logging / ropning 6 Priority allocation (automatd ) No Updat HEAT knowldg bas / ICS Procdur (ICS) 11 3 classification Assign to appropriat tchnical support tir 7 8 Analysis & fault finding Procss nd Provids initial support via knowldg bas & ICS procdur (s) 4 7a scalation rsolv xtrnal vndor dpndant? Ys 5 rsolvd? No Assign to support tir coordinator 7b updat & progrss rporting 7c tracking, monitoring and coordination Ys No rsolvd? Ys Ys 9 rsolution 9 rsolution No closur closur Updat of knowldg bas rquird? Updat of knowldg bas rquird? 2

3 CNS Managmnt Procss 3

4 Appndix A: CNS Managmnt Procss: OTRS POC 2. Procss Dscription vrsus Implid ITSM Tool Capability: CNS Managmnt Procss

5 CNS Managmnt Procss Stp 1: An incidnt is initiatd and communicatd to th CNS virtual srvic dsk in various ways, i.. by tlphon, wb-intrfac, usr walkin, -mail, IT hlp, faculty support, or a monitoring systm snding an vnt / failur alrt. 1.1 In th vnt of call bing loggd via wbintrfac, incidnt rcord to b populatd with usr spcific information on rcognition of uniqu idntifir as containd in idntity managmnt systms - ITSM Tool to support linkags 1.2 for ITSM data Tool transfr to facilitat from LDAP th (1) cration, modification, rsolution and closur OR cancllation and storag of incidnt 1.3 rcords ITSM Tool (1) to automatically provid uniqu idntifirs to incidnt rcords (1) 1.4 ITSM Tool to rstrict th ability to opn, modify and clos incidnt rcords basd on rol (1) 1.5 ITSM Tool to support th input of fr txt for th rcording of incidnt dscriptions and rsolution activitis (1) 1.6 ITSM Tool to hav slf hlp and communication options (For xampl, an intrfac that allows usrs to chck th status of s or viw outag 1.7 information) In th vnt (1) of call bing loggd via tlphon, incidnt rcord to b populatd with usr spcific information on rcognition of uniqu idntifir as containd in tlphony systm - ITSM Tool to support linkags to th Univrsity s currnt voic logging systm 1.8 (Phillips ITSM Tool CC250) to nabl (2) incorporation of incidnt rsolution information (prassignmnt chcklists) into incidnt rcords prior to assignmnt to othr procss actors (2) Rols and prmisions to b st-up / 5

6 CNS Managmnt Procss Stp 2: Th CNS virtual srvic dsk will accpt th notification, dtrmin whthr usr dtails ar on th srvic dsk systm, (vrification & updating), and populat th rquird virtual srvic dsk systm filds (whr information is outstanding). Stp 3: Th CNS virtual srvic dsk will attmpt to dtrmin th rason for th incidnt, and consult th availabl incidnt classification schma in ordr to dtrmin th most appropriat incidnt classification (and assignmnt options) Stp 4: Th CNS virtual srvic dsk will provid initial support / diagnosis, mainly in ordr to attmpt incidnt rsolution prior to assignmnt to othr support aras. As part of initial support provisioning, th CNS virtual srvic dsk will us th availabl knowldg bas, or rlvant incidnt classification schma procdur. 2.1 ITSM Tool to rstrict th ability to opn, modify and clos incidnt rcords basd on rol (1) 2.2 ITSM Tool to support th input of fr txt for th rcording of incidnt dscriptions and rsolution activitis (1) 3.1 ITSM Tool to support th classification of an incidnt by various call typs in at last thr lvls of granularity (1) 3.2 ITSM Tool to associat priority indicators / allocation with classification 3.3 (1) ITSM Tool to facilitat th ability to handl diffrnt incidnt modls and flow basd on classification (For xampl, automatd prioritization, assignmnt, and scalation of incidnts basd on th rcord classification) (1) 3.4 ITSM Tool to dpict numbr of targt hops from incidnt logging until rsolution, numbr of actual hops from incidnt logging until rsolution, and xcption rporting on th diffrnc (1) 4.1 ITSM Tool to facilitat th lifcycl of organizational knowldg submission, validation, accptanc, updat and rtirmnt (1) 4.2 ITSM Tool to track how oftn a documnt or rcord is accssd or usd (2) Stp 5: If, at any point during initial 5.1 ITSM Tool to support th ability to rout / 6

7 CNS Managmnt Procss support provisioning and diagnosis, th CNS virtual srvic dsk dtrmins, from incidnt information and dtail, that th incidnt cannot b rsolvd by th srvic dsk staff, th incidnt, dpnding on incidnt classification, and if ndd, is rfrrd to ithr th appropriat CNS support tir coordinator. Stp 6: Aftr acknowldging rcipt of th incidnt, th CNS support tir coordinator will confirm rsolution and finalization priority, and; and assign incidnt rcords to prdfind support staff or groups (1) 6.1 ITSM Tool to associat priority indicators to incidnt classifications, popl rcords or configuration itms (1) 6.2 ITSM Tool to support th managmnt of prformanc mtrics and tim horizons 6.3 (1) ITSM Tool to nabl priority indicators to b r-allocatd to incidnt rcords (1) / 7

8 CNS Managmnt Procss Stp 7: assign th rcivd incidnt to th appropriatly skilld incidnt rsolvr / hot satr. Th CNS incidnt managr / support tir coordinator will, howvr, rmain rsponsibl for - Stp 7a: scalating th incidnt hirarchically as pr following scalation critria in th vnt of possibl slippag of brach of srvic lvl / xpctations - 75% of rspons tim priod lapsd (Support tir coordinator to notify Managr) 100% of rspons tim lapsd (Support tir coordinator to notify CNS Dirctor, CC incidnt managr, and rqust rport on 7.1 ITSM Tool to automat monitoring, notifications, scalation and rporting of progrss and achivmnt against prformanc mtrics and tim horizons (srvic lvl targts) (1) 7.2 ITSM Tool to facilitat flxibl rport gnration and th production of managmnt rports from historical data and information (1) 7.3 ITSM Tool to facilitat customization of rporting functions. For xampl, ability to build custom rport typs basd upon multipl fild, multipl rcord slction (1) 7.4 ITSM Tool to support th ability to rout and assign incidnt rcords to prdfind support staff or groups (1) 7.5 ITSM Tool to rport on numbr of targt hops from incidnt logging until rsolution, vrsus numbr of actual hops from incidnt logging until rsolution (1) 7.6 ITSM Tool to inform procss actors via scalation procsss on dsignatd procss triggrs rquiring intrvntion (2 ) / 8

9 CNS Managmnt Procss Stp 8: CNS incidnt rsolvr / hot satr will commnc with diagnosis and analysis, in ordr to rsolv th incidnt (Whilst kping th xpctd rspons and rsolv tims in mind). 8.1 ITSM Tool to support th input of fr txt for th rcording of incidnt dscriptions and rsolution activitis (1) / o If th incidnt rsolvr / hot satr cannot rsolv th incidnt, as h / sh is dpndant on an xtrnal srvic providr, said incidnt rsolvr / hot satr updats th incidnt rcord of rquird intrvntion, and intracts dirctly with xtrnal srvic providr to achiv rsolv. ( rcord will, thrfor, rmain opn against incidnt rsolvr / hot satr s nam until rsolv and closur) ITSM Tool to nabl incorporation of incidnt rsolution information (prassignmnt chcklists) into incidnt rcords prior to assignmnt to othr procss actors (2) If th incidnt rsolvr / hot satr cannot rsolv th incidnt, as incidnt rsolution is achivabl by an incidnt rsolvr / hot satr of anothr tam, h/sh will immdiatly rfr back to th CNS support tir coordinator, who will 9

10 CNS Managmnt Procss Stp 9: If th CNS srvic dsk or CNS incidnt rsolvr / hot-satr rsolvs th incidnt, th usr will b informd of rsolv automatically (Including th uniqu call numbr in th subjct lin of th mail, and carbon copy th CNS virtual srvic dsk, as wll as th CNS quality srvics managr), and Stp 10: rclassifis th incidnt (if appropriat), with spcific rfrnc to actual rason(s) for incidnt logging, and closs th incidnt. 9.1 ITSM Tool to inform procss actors via scalation procsss on dsignatd procss triggrs rquiring intrvntion (2 ) 10.1 ITSM Tool to nabl incidnt closurs by utilizing configurabl incidnt closur classification typs or cods (1) / It is th rsponsibility of th CNS usr, to, upon rcipt of notification, rport non-satisfaction with rsolv to th CNS Srvic dsk. Stp 11: Th CNS quality srvic managr will intrrogat th incidnt rcord and rsolution stps to dtrmin 1) whthr updating or contnt adding to th knowldg bas is rquird, and 2) whthr updating th incidnt classification schma is a rquirmnt, and finalis updating of both ths documnts accordingly. Th CNS quality srvic managr will also chck th information quality of th incidnt rcord ITSM Tool to provid a scur historical audit log of all incidnt updats and rsolution activitis (1) ITSM Tool to nabl and maintain th rlationships btwn incidnt, and problm rcords (1) ITSM Tool to facilitat th closur of all incidnts whn th associatd problm is rsolvd (1) 1

11 CNS Managmnt Procss 1

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