Creating Incidents & Requests For the Dell Data Center

Transcription

1 Creating Incidents & Requests For the Dell Data Center UCSF IT Service Management Office

2 UCSF ServiceNow The following presentation provides information for creating incidents and requests for the Dell Data Center in Quincy MACD Smart Hands Requests Incidents (interruption) Dell Time Tracking Change & CMDB 2

3 What Is Smart Hands Tier 1? Smart Hands Tier 1 Support typically means the following basic services: Power cycling and rebooting; Visual verification to assist remote troubleshooting efforts; Receiving equipment; Installing equipment physically into rack/cabinet based upon customer s specific instructions; Labeling equipment or taking digital photos; Removal of basic equipment of rack with customer guidance; Swapping removable media (tapes, CDs, DVDs, etc.); and Basic cabling services such as moving, securing or terminating cables based upon customer instructions. 3

4 What Is Smart Hands Tier 2? Smart Hands Tier 2 Support typically means the following basic services: Ability to perform all of Tier 1 and more; Advanced cabling and connectivity capable of determining basic requirements without customer involvement; Hands-on trouble shooting of Data Center Devices; Basic configuration of BIOS and physical hardware; Decommissioning of complex equipment i.e. blade systems; and Interface card removal, installation and configuration. NOTE: Both Request and Interruption ticket types can require Smart Hands. The ticket type will determine the SLA; how long the delivery of service should take. 4

5 UCSF ServiceNow What is the MACD with Smart Hands Request Process? Requires SmartHands: A Move, Add, Change, Delete or MACD means the Colocation Services performed a Move, Add, Change or Decommission of a Service, Device (including associated attachments, features, accessories, software, firmware, Peripherals, and Cabling) or other item. Service Request vs. Project MACD < 10 Devices SLAs apply MACD > 10 Devices Project, no SLAs 5

6 MACD Request with Smart Hands MACD Scenario: Something new needs to be installed in Quincy Data Center: 1. A request is opened & assigned to the Dell SmartHands Team a) App/Business Service = Dell WTC Data Center Services b) Symptom = MACD < 10 Devices c) Assignment Group = Dell Quincy Data Center 2. Dell SmartHands Response & Resolution clocks begin 3. Dell acknowledges request, stops SmartHands Response clock 4. Dell assesses request, builds out equipment, creates CMDB record. 5. UCSF IT follows the Change Management process to move equipment into production. Competes CMDB record 6. Dell resolves their request once our Change is complete. 6

7 Smart Hands Incident Process Incident Scenario: Something breaks - App "X" is unavailable: 1. A High or Critical INC is opened & assigned to the App team 2. App team finds it cannot reach the server it resides on and reassigns to the Network team 3. Network team finds no issue with network but server not responding: Create a related incident and assign it to Dell SmartHands team a) App/Business Service = Dell WTC Data Center Services b) Symptom = Service Request Excluding MACD c) Assignment Group = Dell Quincy Data Center d) Priority = Critical or High 4. Dell SmartHands Response & Resolution clocks begin 5. Dell acknowledges INC, stops SmartHands Response clock 6. Dell determines root cause and resolves issue, resolves their INC, and stops the their Resolution SLA clock. Note: If the resolution requires an Emergency Change, UCSF IT is required to create that Change, regardless of who is doing the work. 7. IT verifies resolution and resolves the Parent ticket 7

8 Smart Hands Time Tracking, Tier 1 or Tier 2 All Dell s time worked on an incident or request must be entered in the Time Worked section of the Financial tab: 1. Double-click Insert a new row to enter days, hours, minutes and/or seconds in the Time Worked column 2. Describe the work performed under the Comments column 3. Choose Dell Tier 1 or Dell Tier 2 under the Billing Type column 4. Enter the date the work was performed under the Actual Date Worked column Time can be entered in as many intervals as needed and should only be entered for work directly related to the request or incident. Billing will be generated based on these entries and accuracy is essential. The Tier 1 or Tier 2 designation will determine the billing rate per line item. 8

9 UCSF ServiceNow CMDB & Change Request Process Change Scenario: Something new needs to be installed in Data Center 1. A MACD request is opened and assigned to the Dell SmartHands Team 2. Dell follows the MACD Request process. 3. Dell creates the initial Configuration Item (CI) in the Configuration Management Database (CMDB) in the server, storage or network class. 4. UCSF IT opens a Change Request (CHG), coordinating CHG details with the Dell contact, entering the new item in the CI field of the CHG. 5. After the CHG is complete in production, Dell completes & closes their request. 9

10 UCSF Policy & Process Documentation Change Management: ment.pdf CMDB / Service Asset & Configuration Management: Config%20Mgmt%20Process_1.pdf Incident Management: process-v1.4.pdf 10

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