IM Misrouted Ticket Process

Transcription

1 Document Review Version 3.1 Effective Date 04/01/13 Last Revised 03/20/13 Annual Review October 5 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 Process Number C Purpose: The purpose of this document is to define the process and tasks associated when a Tier 2/3 team is assigned a ticket by the Service Desk that is not their responsibility. The goals of this process are to improve ticket resolution time by limiting ticket bounce and to reduce the number of incorrectly assigned tickets by having the ticket owner directly involved in correcting incorrectly assigned tickets. Scope: This process applies to all ITSM s with service types of User Service Restoration or Infrastructure Restoration. This process applies to tickets being routed from the Service Desk to the Tier 2/3 teams. Out-of-Scope: Scope does not include service types of User Service Request or Infrastructure Event. Scope does not include any associated Change or Problem processes. Exceptions: Exceptions to this process must be approved by the GOA Director, ICT Processes and follow formal Change Processes. Page 1 of 5

2 Process Map: Misrouted Ticket Process Yes Yes Service Desk MTP 1.2 Attempt 2? No MTP 1.3 Determine Correct Queue? No MTP 1.4 Contact Corporate MTP 1.6 Assign According to Queue End Service Provider Queue Manager Receive MTP 1.1 Log Incorrect Routing and Redirect via ITSM Corporate MTP 1.5 Identify and Confirm Correct Queue Business Rules: Activities: Incorrect routing to be recorded in work info log Ticket reassignment completed within ITSM Assignment Tab Correct determination to be completed within 10 minutes during business hours Incorrect routing investigation to be completed to prevent reoccurrence Table 1: Misrouted Ticket Process Activity Matrix Activity Inputs Description Outputs MTP 1.1 Log Incorrect Routing and Redirect via ITSM Received Reassigned Work info log entry indicating Misrouted ticket Identify correct if known or states correct unknown Redirected Misrouted Ticket Updated work log Open ITSM Assignment tab and check Misrouted Ticket box Page 2 of 5

3 Activity Inputs Description Outputs MTP 1.2 Attempt 2? Incorrectly reassigned ticket Decision Point: Service Desk will determine if reassignment attempts are 2 or less Reassigned ticket in correct Reassigned ticket in incorrect If YES: Move to MTP 1.6 If NO: Move to MTP 1.3 MTP 1.3 Determine Correct Queue? Redirected Misrouted Ticket Updated work log Decision Point: Service Desk will determine if correct has been identified, or can be discovered Correct ticket identified Incorrectly reassigned ticket If YES: Move to MTP 1.6 If NO: Move to MTP 1.4 MTP 1.4 Contact Corporate Reassigned ticket in incorrect Service Desk unable to determine correct Contact Corporate for assistance Misrouted ticket with unknown MTP 1.5 Identify and Confirm Correct Queue Misrouted ticket with unknown CIM identifies the correct Service Provider and provides information to Service Desk Proper identified MTP 1.6 Assign According to Queue Correct ticket identified Service Desk will assign Ticket based on identified Reassigned ticket in proper Roles and Responsibilities: Table 2: Misrouted Ticket Process RACI Matrix Misrouted Ticket Process RACI Matrix R = Responsible, A = Accountable, C = Consulted, I = Informed Page 3 of 5

4 Daily Weekly Monthly Every 3 Months Every 6 Months Yearly Client Service Desk Assigned Service Provider Support Team Service Provider Support Team Queue Manager Corporate Service Delivery Manager Affected Service Provider Manager GOA Functional Director Enterprise Services Activity MTP 1.1 Log Incorrect Routing and Redirect via I R,A ITSM MTP 1.2 Determine Correct Queue? R,A C,I MTP 1.3 Attempt 2? R,A I MTP 1.4 Contact Corporate R,A C MTP 1.5 Identify and Confirm Correct Queue I R,A MTP 1.6 Assign According to Queue R I A 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: Misrouted Ticket Process Measurements Misrouted Ticket Process Report and Review Cycle KPI/Report Number of Misroutes Number of Misroutes that engage CIM 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 6 th. The Document Owner is accountable for performing an annual Document Review. Page 4 of 5

5 Ad-hoc Review: Ad-Hoc requests for document revision should be directed to the Document Owner and submitted using the Change Process and supporting systems. The Document Owner is accountable for managing the ad-hoc document revisions. Associated Documents: Creation Process Page 5 of 5