State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD)

Transcription

1 State of Wisconsin Initial Incident Triage Service Service Offering Definition (SOD)

2 Document Revision History Date Version Creator Notes 3/2/ Sandie Schultz Service tier information updated 8/4/ Adauto Araujo Minor Edits

3 Table of Contents Introduction...4 What Is Included...4 What Is Not Included...4 Benefits...4 Service Description...4 Service Offering Review...4 Roles and Responsibilities...5 Performance Metrics (Monitoring/Alerting/Reporting)...5 Configuration Diagram...5 How Services Are Charged...5 Initial Incident Triage SOD v1.4.1 Last Updated: 8/4/2011 2:57:00 PM iii

4 Introduction The Initial Incident Triage Service provides rapid incident triage, escalation and resolution of Resource Management System (RMS) incident tickets. These tickets may be transferred to the Enterprise Service Desk via RMS or may be opened by the Enterprise Service Desk upon receiving a call from the affected agency. This service is also used to meet Defined service levels for DET provided IT services. What Is Included Receipt of Resource Management System (RMS) ticket Initial Review/Agent assignment via first-come, first served queue order Initial Triage, to include: o Gathering additional triage information from caller/customer o Check network availability and connectivity via monitoring tools o Check server availability and connectivity via monitoring tools o Check application availability and connectivity from DET where possible Route/escalate incidents to the appropriate DET support group if applicable Status updates to customer agency Route back to agency for further triage, if no DET root cause errors found Monthly service metrics Available 24x7, if customer can route RMS incidents to the ESD What Is Not Included Customized application support Benefits Benefits of the Initial Triage service offering include: Improve the speed of service restoration Reduce time spent troubleshooting by the customer Help Desk and technical support staff Service Description The Initial Incident Triage service provides rapid incident triage, escalation and resolution of Resource Management System (RMS) tickets. This service is also used to meet service level requirements of DET provided IT services. The service provider is the Division of Enterprise Technology (DET) Enterprise Service Desk (ESD), and the service consumers are all DET customers that currently subscribe to the Initial Incident Triage service. Service Offering Review The Initial Incident Triage SOD will be reviewed annually to determine if any modifications are required. Initial Incident Triage 4 Last Updated: 8/4/2011

5 Roles and Responsibilities Roles and Responsibilities for the Initial Incident Triage service can be found here. Performance Metrics (Alerting/Reporting) Metrics are provided when requested by the agency. Configuration Diagram Incident Request Life Cycle end user reports an incident to their Help Desk The Help Desk routes the incident to the ESD The ESD triages incident Resolves Incident The ESD determines if the incident is occuring at DOA or at the agency DOA The ESD routes the incident to the appropriate 3 rd Level Support and initiates escalation\ on call procedures DOA and the agency work together to resolve root cause Agency root cause resolved? The ESD routes the incident to the agency. ESD verifies with end user root cause is resolved close agency incident How Services Are Charged Initial Incident Triage services are based on number of incidents. The monthly costs fluctuate and are based on a per call fee. The invoice for the Initial Incident Triage service will be on the Enterprise Billing System. Please see the IT Services Rate Sheet for rate information. Initial Incident Triage 5 Last Updated: 8/4/2011