Helpdesk Incident & Request Management Procedure For

Transcription

1 IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date: 17/12/2012 Approved by: Suresh Babu Uppuluri Designation: VP Technology Date of Approval: 17/12/2012

2 Page: 2 of 11 Document Control Document Storage Document Title : Helpdesk Incident and Request Management Procedure Document Location : Version History Version No. Version Date Author Summary of Changes /10/2012 Raj Sherpalli First Issue /10/2012 Srinivas Matta Reviewed & Agreed Support /10/2012 DS Raju Reviewed & Agreed Support Approvals Name Title Date of Approval Type of Approval Version No U. Suresh Babu VP Technology 17/12/2012 Final Approval 1.1 Distribution Name Title Date of Issue Version No System IT Helpdesk Engineers, Network 17/12/ Administrators Engineers

3 Page: 3 of 11 Contents Document Control Helpdesk Incident & Request Management Process IT Helpdesk Helpdesk Support Systems and Tools Helpdesk Responsibilities Karvy IT Service Providers Responsibilities Service Deliverables IT Service Requester Responsibilities Escalation Matrix Priority Code Definitions Service Level Response Objectives Matrix by Priority Level Service Level Response Definitions...10

4 Page: 4 of Helpdesk Incident & Request Management Process The following discussion of Incident & request management procedures is intended to provide a baseline understanding of how incident and requests and the resulting issue resolution and knowledge will be managed by the IT Helpdesk. Managing incident and requests properly is a critical goal of the IT Helpdesk. Incident & request resolution involves three primary groups of people: the IT Helpdesk, IT Service Providers, and IT Customers. This document defines the roles and responsibilities of each of these three groups and then describes the incident and request management model in detail including severity levels, priority codes and service level response objectives. 2. IT Helpdesk The IT Helpdesk receives, troubleshoots, and responds to end user requests, logs and tracks the requests and determines the best manner to address the requests. One of the top priorities of the IT Helpdesk is to ensure a consistent response to incident & requests, status reporting Helpdesk Support This policy describes the controls to be implemented for validation, recording, categorization, resolution and closure of user queries, notifications and requests. This policy applies to all Karvy employees, contractors, third parties and other individuals using Karvy information and information resources. All Calls should be handled by the IT Helpdesk to maintain an accurate record of the service requests Systems and Tools this is a web based front end to the IT database and application engine. It provides the capability for any IT service provider or Helpdesk analyst to access, review, update, and close service requests from their office or any other customer location via the KARVY intranet. The exceptions are those cases in which the user's computer or program is not working or for extreme emergencies, the requester can contact our IT Helpdesk Team through phone or for further assistance. The application would allow users to enter requests directly into the system from their desktop and also allow them to check the status of an open request from their desktop.

5 Page: 5 of 11 Others the IT Helpdesk is working to implement other desktop remote control and monitoring tools to enable the IT Helpdesk analysts to provide quicker incident resolution to customers without having to dispatch service request requests to other IT service providers. This avoids expensive desktop touch visits Helpdesk Responsibilities Completing IT Helpdesk request information as accurately as possible to capture basic level information for the incident or request. Customized IT Helpdesk panels may be developed for specific types of requests to capture additional information that may be useful in solving the incident. Ensuring that IT Helpdesk Analysts are adequately trained in the technologies and applications and Users designated as Karvy priorities (i.e. VIP/Executives, VP s, Delegates & etc.). This is a shared responsibility with the internal IT Service Providers. Providing management reporting capabilities from the IT Helpdesk system to assist IT Service Providers in gathering and analyzing the information they need to effectively manage IT Helpdesk requests assigned to their groups Karvy IT Service Providers Responsibilities IT Service providers are expected to follow the Incident\Request Management Process and utilize the IT Helpdesk application appropriately and to ensure that all requests are handled in a consistent, repeatable, and predictable manner. Scope of Support: Full support for computers, printers, and software includes the following: Initial installation and setup Customization for the user or department Upgrades (as needed & Based on Approval) Installing & Configuring necessary applications Antivirus, 7zip, adobe reader, flash player & Open Office Installing internal applications Common Task, Task MF, GOTEX, Etc... Diagnosis and correction of reported incidents Support of our internal application issues. Requests for hardware upgrades will be evaluated to determine if they are appropriate and recommendations will be made. For example, a request for an upgrade whose cost would exceed the cost of new equipment would be discouraged.

6 Page: 6 of 11 Although it is part of the Support Engineer s job to answer questions and instruct users in the proper use of their equipment, extensive training in the use of supported hardware and software is not one of their support functions 2.5. Service Deliverables Service Window Monday to Friday 9 AM to 4 PM Saturday 9 AM to 2 PM Target Agreed for Response Min 90% Target Agreed for Resolution Min 90% 2.6. IT Service Requester Responsibilities The requester is expected to understand and follow the Incident Management Process so that all Information Technology resources may be appropriately allocated and incident resolutions can be reached expeditiously. Read and follow information FAQs, website information, and other support processes when available prior to calling the IT Helpdesk or IT Service Providers. Provide the IT Helpdesk with all information requested so that the incident can be logged into the IT Helpdesk, prioritized and routed appropriately without repeated calls to the User to gather incident details. If the support offered by our Desktop Engineer is not satisfactory and if you did not receive any response\resolution within 12 business hours from the time of request logged, the user can escalate the issue to the next level according to the escalation matrix.

7 Page: 7 of Escalation Matrix Please get in touch with the below Responsible persons from our Service Delivery Team for any service related issues. Levels Of Escalation Level 1 Leve 2 Level 3 Level 4 IT Helpdesk Personnel Helpdesk Call Coordinator Sarika. B (Role: Call coordinator team lead) Ramesh Alapati (Role: Team Lead Madhapur) Vedan Babu (Role: Dy. Manager) Srinivas Matta (Role: Manager) Suresh Babu uppuluri (Role: IT Head) IT Helpdesk service Escalation Matrix Role Description Monitor Service desk for tickets assigned to the queue and process first in first out based on priority & severity Handling service desk response to the request issues Second level escalation and co ordination with server & Network team address ithelpdesk@karvy.com Sarika.B@karvy.com Office Extension Dial: 7811 Dial: 7828 Mobile None None Alapati.ramesh@karvy.com Dial: vedanbabu@karvy.com Dial: Third level escalation of IT helpdesk issues msrinivas@karvy.com Dial: Final Escalation Suresh.babu@karvy.com Dial: 7802 None

8 Page: 8 of Priority Code Definitions Priority Code A code that allows the customer s unique situation, title, or emotion to be documented and taken into account when the Helpdesk priorities its workflow. This code allows the IS organizations to respond appropriately with the proper resources within an acceptable timeframe. The Priority Matrix is defined in conjunction of impact and urgency and it has five levels, and is marked with the numbers 1 5, where "1" is the highest and "5" is the lowest priority. Impact how critical the downtime is for the business. Usually, it is measured by the number of influenced users. If one or more services are down, the number can be determined from the service catalog. Urgency it is usually defined in SLA for the specific IT service. If more than one service is impacted, parameters for the higher urgency service will be taken into account. Urgency Impact High Medium Low High Medium Low Priority Level Definitions 1 VIP is experiencing an impact to productivity or requires special attention Individual is experiencing significant productivity Existing/new employee is completely inoperable Problems affecting an entire department (i.e. the inability to connect to the network or access a departmental printer) 2 Individual is requesting faster than average response based on actual business need Individual is requesting scheduled service that has a hard deadline for resolution or fulfillment 3 Individual is experiencing average operational impact from incident or request and does not have above average or extenuating circumstances 4 Individual is experiencing very less operational impact from incident or request 5 Individual is requesting scheduled service that has a no deadline for resolution or fulfillment, involves long range planning

9 Page: 9 of Service Level Response Objectives Matrix by Priority Level These services level response objectives are intended to be a general guideline of expectations for providing service to IT customers. Specific Service Level Agreements (SLAs) may take precedence over these guidelines. Priority Response Parameter Prime time (In Service Hours) 1 Acknowledge/accept request initial Auto mail will be generated to the user along with the request ID Initial Situation Response Status Notification/update Intervals Maximum time goal 2 hours Based on work progress 12 hours 2 Acknowledge/accept request initial Auto mail will be generated to the user along with the request ID Initial Situation Response Status Notification/update Intervals Escalate condition if not resolved Maximum time goal 4 hours Based on work progress after 24 hours 24 hours 3 Acknowledge/accept request initial Auto mail will be generated to the user along with the request ID Initial Situation Response Status Notification/update Intervals Escalate condition if not resolved maximum time goal 6 hours Based on work progress 48 hours 48 hours 4 Acknowledge/accept request initial Auto mail will be generated to the user along with the request ID Initial Situation Response Status Notification/update Intervals Escalate condition if not resolved maximum time goal 7 hours Based on work progress After 72 hours 72 hours 5 Acknowledge/accept request initial Auto mail will be generated to the user along with the request ID Initial Situation Response Status Notification/update Intervals 8 hours Based on work progress

10 Page: 10 of 11 Escalate condition if not resolved maximum time goal After 96 hours 96 hours 3.2. Service Level Response Definitions Acknowledge/accept request Initial Situation Response Status Notification Intervals Escalation Condition if not resolved Maximum Resolution time limit Once the Helpdesk dispatches a request to internal IT Support queue, an acknowledgement mail with the request ID will be generated to the requester. (for severity 1 & 2 requests, the IT Service Provider may request that the Helpdesk deliver a general response or outage notification to all affected users) Severity levels 1 and 2 require that an initial response be developed that outlines: Understanding of the issue Plan of action Estimated resolution time Who is accountable for resolution Who are the customers affected The initial situation response must be sent to the Helpdesk and IT director. The current owner of the request must provide updated information of the request resolution Updated status Last update time/date This will allow the Helpdesk to provide updated status information to customers who call to check the status of a request and will allow all service providers to understand the current status of a request When the resolution time limit threshold is passed and the Priority Level moves to the next highest level. If the priority level is escalated then the IT service provider is accountable for and has discretion over the escalation procedure Maximum allowable time to resolve a request. This is a target and service goal. This may vary depending on the complexity of the incident or request.

11 Document No: CIT-ITHP-01 Page: 11 of 11 Document Classification: KSBL, Central IT - Internal Use Only