Mendix ExpertDesk, Change and Incident Management. Customer Support

Transcription

1 Mendix ExpertDesk, Change and Incident Management Customer Support

2 Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: Self Service peer to peer support Tier 1 Tier 2 Tier 3 First Tier support is responsible for assisting clients with logging and fixing tickets that can be resolved at Tier 1, and expeditiously dispatching tickets that cannot be resolved at Tier 1 to the 2 nd Tier. This after having reproducing the issue and ensuring correct classification and prioritization. Customer Support monitors the progress of all open tickets till they are resolved, chasing and escalating whenever necessary. Maintains a SPOC for all requests submitted by the client. Online Support: support@mendix.com Phone: NL US SA UK Assists 1 st line support. Identify, analyze and provide solutions when knowledge and experience with the Mendix Business Modeler is required and / or Cloud expertise. Assists 2 nd line support in resolving (complex) incidents and implementing best practices. Policies and plans regarding the implementation of patches and releases. Customer Support Expert Services & CloudOps Research & Development

3 Tier 0 Support

4 Tier 1 Customer Support

5 What type of requests can be raised in ExpertDesk? Mendix Support Incident Management Change Management RFI My Application has crashed I get an error message Can I add an app engine? Can I add a new App? Other questions, untreated at Mendix Forum

6 What is Change Management Helps to efficiently track and manage changes to an environment. E.g. any change to an application, such as adding an app-engine, adding disc space, creating back up, apponboarding A Change is a service request, not an Incident. Requires different handling than an Incident. Change Management is a tool aligned with best practices and business processes (ITIL).

7 Benefits of Change Management Standardized methods and procedures enable effective change with minimal risk. All changes are recorded.

8 What is Incident Management The first goal is to restore a normal service operation, as mentioned in the SLA, as quickly as possible and to minimize the impact on business operations. E.g. unexpected error message or behavior, unable to start / deploy application Incident Management is a tool aligned with best practices and business processes (ITIL).

9 Benefits of Incident Management Timely resolution of Incidents, reducing business impact, increasing effectiveness. Proactive identification of beneficial system enhancements / amendments. Business focused Management Information meeting Service Level Agreements (SLAs) Improving customer satisfaction

10 Value-Add of Mendix approach Processes integrated into ExpertDesk tool Change and Incident Management approach are designed to manage Changes and Incidents based on specific business rules for each request.

11 Change and Incident Management using the Tool

12 Accessing the Tool Insert your MendixID and Password. In case of trouble accessing, click on Forget Password and follow the instructions sent to your address.

13 Starting a Change/ Incident Home Screen Select New Request Select Request description

14 Standard, Non Standard Change and Incident In case your application or something on your application / environment is broken select Incident. In case your request is not an Incident nor on this list of Standard Changes, select Non Standard Change Request.

15 Starting an Incident the Request Screen Modify the subject with a brief description of the issue. Provide a detailed description of the issue. Select Modify impact and Urgency if applicable and change. Critical issues are followed by a phone call to the Support desk after creating the ticket. Select the affected application. Add a test project, stack trace, log files, screenshot. Select Save. Number of business days indicates the number of days in which the issue is expected to be solved.

16 Saved Incident Request The ticket has been saved and is ready for review by the Support group. Note: The Request ID is the ticket reference number.

17 Incident is Accepted The Status has changed from Open to Accepted meaning the ticket is being reviewed, planned for implementation or implemented. Additional information on the progress / status of the ticket can be found here. Support is automatically notified about notes added by the customer.

18 Incident Resolved Once the Incident has been solved, the status states Resolved and the customer is notified by . How the issue was solved is described in here. The customer is requested to test solution and in case the issue is solved Accept solution and close or if negative Reject Solution. In case rejected, provide more info in notes, the Support group will automatically be notified and follow up.

19 My requests / from my organization Home Screen Selecting My Requests shows an overview of all requests created by me. Requests for my organization, an overview of all requests raised by me and my colleagues. Requests waiting for approval, an overview of Non standard Changes waiting for approval on the proposal for implementation provided. My applications, an overview of all applications from my organization. Selecting My Requests enables several search options when looking for a specific ticket. After entering the data, click on Apply filter.

20 Standard Changes Changes identified as Standard are relatively common, with no or low impact and pre-approved by the Change Advisory Board. After selecting New Request from the Home Screen, Select request description and one of the Standard Changes from the list, follow the same steps as for Incidents.

21 Non Standard Changes If the request is not an Incident, listed as a Standard change or a question, a Non Standard Change can be initiated by following the same steps as for Incidents. Once a solution has been identified, the customer is informed by and requested to either approve or reject the proposal, populated as a note, before the implementation proceeds. The status of the ticket is now Approval till it has been solved.

22 Support Flow & Status overview Non Standard Change Open Ticket has been raised Proposal Being reviewed / worked on a solution Approval Pending approval from Customer Implementation Being planned for or implemented by 1 st, 2 nd or 3 rd Tier Resolved Pending confirmation from customer on completion Closed Completed

23 Support Flow & Status overview Standard Change, Incident and RFI Open Ticket has been raised Accepted Being planned for or implemented by 1 st, 2 nd or 3 rd Tier Resolved Pending confirmation from customer on completion Closed Completed

24 Request For Information In case your question is not answered in the Mendix forum a Request For Information can be raised by following the same steps as when creating an Incident, after selecting New request and Request For Information. For questions on the status of existing tickets, processes or procedures, please contact our Support group by either ing support@mendix.com or calling: Customer Support Desk NL US SA UK