IM Incident Audit Process

Transcription

1 Enterprise Services Document Review Version 1.0 Effective Date 04/01/13 Last Revised 03/06/13 Annual Review October 15 Ad-Hoc Review Change CRQ Document Owner Prepared by Name Darren Undershultz Name Taras Z. Saranchuk Role Director, ICT Processes Role Business Analyst Document Location Document Sensitivity Unrestricted Document Number C Purpose: The purpose of this document is to define the process and tasks associated with the audit of Incidents. Scope: User Service Restorations and Infrastructure Restorations Priority 1-4 Incidents Out-of-Scope: Scope does not include any associated Change Management or Problem Management processes. Exceptions: Exceptions to this process must be approved by the GOA Director, ICT Processes and follow formal Change Management Processes. Page 1 of 5

2 Enterprise Services Process Map: Incident Audit Process Corporate Incident Management Generate Selection Criteria Report Pass Service Provider Incident Manager IAP 1.1 Use Selection Criteria Reports IAP 1.2 Input Incident Number into ITSM IAP 1.3 Enter Incident into IAP 1.4 Open Incident Work Info IAP 1.5 Gather Audit IAP 1.6 Enter Audit into IAP 1.7 Pass/Fail? Fail IAP 1.8 Follow-up With Appropriate Individual or Group End Page 2 of 5

3 Business Rules: CIM will generate and distribute the Selection Criteria report to Service Provider Incident Managers Terms of Reference: Activities: Table 1: Incident Audit Process Activity Matrix Activity Inputs Description Outputs IAP 1.1 Use Selection Criteria Report Selection Criteria Report CIM will generate and distribute the Selection Criteria report to be used for auditing Incidents List of Incidents to be audited Criteria on which to audit Incident Manager(s) will use the Selection Criteria to complete Audit identified within distributed report IAP 1.2 Input Incident Number into ITSM List of Incidents to Criteria on which to audit Incident Manager(s) will find Incident in ITSM based on Incident Number be audited IAP 1.3 Enter Incident into Incident Manager(s) will enter ITSM Incident information into Audit (see associated form) Populated Audit IAP 1.4 Open Incident Work Info Open Work Detail tab and double click the first entry to open Incident Work Info Work Info for Specific Incident to IAP 1.5 Gather Audit Work Info for Select highlighted work notes for additional information Additional Work Info IAP 1.6 Enter Audit Additional Work Info Enter additional work info into Audit Updated Audit Page 3 of 5

4 Client Service Desk Assigned Service Provider Support Team Service Provider Support Team Incident Manager Corporate Incident Management Service Delivery Manager Affected Service Provider Manager GOA Functional Director Activity Inputs Description Outputs into IAP 1.7 Pass/Fail? Updated Audit Decision Point: Incident Manager(s) will determine, based on selected criteria, if Incident selected for Audit has passed or failed Incident Passed Audit Incident Failed Audit If PASS: Process ends If FAIL: Move to IAP 1.8 IAP 1.8 Follow-up with Appropriate Individual or Group Incident Failed Audit Incident Manager(s) will follow-up the results of a failed audit to determine cause, and response to correct underlying issue Failed Audit Follow Up and Response Roles and Responsibilities: Table 2: Incident Audit Process RACI Matrix Incident Audit Process RACI Matrix R = Responsible, A = Accountable, C = Consulted, I = Informed Activity IAP 1.1 Use Selection Criteria Reports R,A R,A IAP 1.2 Input Incident Number into ITSM R,A R,A IAP 1.3 Enter Incident into R,A R,A IAP 1.4 Open Incident Work Info R,A R,A IAP 1.5 Gather Audit R,A R,A IAP 1.6 Enter Audit into R,A R,A IAP 1.7 Pass/Fail? R,A R,A IAP 1.8 Follow-up with Appropriate Individual or I I R,A R,A Group Page 4 of 5

5 Daily Weekly Monthly Every 3 Months Every 6 Months Yearly Measurements: Every Process will have a balanced set of measurements (Key Performance Indicators) against which its performance can be tracked, communicated and improved. As the process matures, the KPI s and review cycle may be modified based on the Process Owner s discretion. The tables below identify the KPI/report and the measurement criteria. Table 3: Incident Creation Process Measurements Incident Creation Process Report and Review Cycle KPI/Report Number of Audited Incidents that Pass X X X X Number of Audited Incidents that Fail X X X X Document Review: The document will follow the Review schedule below: Annual Review: The document shall be reviewed for completeness and accuracy every October 15 th. The Document Owner is accountable for performing an annual Document Review. Ad-hoc Review: Ad-Hoc requests for document revision should be directed to the Document Owner and submitted using the Change Management Process and supporting systems. The Document Owner is accountable for managing the ad-hoc document revisions. Associated Documents: Selection Criteria Report Incident Audit Page 5 of 5