Incident Management and Request Process Overview and Process Summary Diagrams Detailed processes and roles are fully defined in the process guides: ITSM-RF-PRD-Process Guide-v0 07 and ITSM-IM-PRDProcessGuide-v0.08. Process Diagram/Activities/RACI Legend: External SDM IM SDA L2-SM L2-SA Manager Incident Manager/ Supervisor Level 1 Analyst Level 2 Manager, Supervisor or Lead Level 2 Analyst Page 1
Process Overview - Incident Management A high-level representation of the overall process will assist stakeholders in understanding: All inputs and outputs that are a part of the overall process All major process activities identified within the overall process The diagram below is a high-level overview of the overall process. INCIDENT MANAGEMENT Call / Walk-up / Web Chat Email / Ticket Failed IT-Change 1.0 Incident 2.0 Initial Resolution & Recovery Proactive Monitoring Incident Ticket Problem Ticket IT-Change Request Ticket Report Event Management 7.0 Major Incident Post-Mortem Review Legend: INPUTS OVERALL PROCESS (including all sub-processes) OUTPUTS Defined Pending Page 2
Process Summary - Incident Management The Incident Management process consists of the following major process activities and their descriptions. The following simplified diagram does not display feedback loops to the Client, also it does not display L3 Vendors, but they are involved at different stages of the process. Incident Management Process Summary Client/Trigger/ System Email Phone Call Walk-up Web Chat Self Service Failed IT-Change Event Monitoring L1 Analyst 1.0 Incident 2.0 Major P1 or P2 Incident? Can Resolve? Resolution & Recovery Resolved? L2 3.2 Monitoring Owned By Individual Tasks Incident Manager / L2 Manager Resolution & Recovery Resolved? Problem Management 7.0 Major Incident Ticket & Task Owners Proactive Monitoring Page 3
Process Overview Request A high-level representation of the overall process will assist stakeholders in understanding: All inputs and outputs that are a part of the overall process All major process activities identified within the overall process The diagram below is a high-level overview of the overall process. Request Call / Walk-up / Web Chat 1.0 2.0 Initial Proactive Monitoring Service Request Ticket IT-Change Request Ticket Email / Ticket Report Post-Mortem Review Legend: INPUTS OVERALL PROCESS (including all sub-processes) OUTPUTS Defined Pending Page 4
Process Summary Request University of Manitoba Information Services & Technology The Request process consists of the following major process activities and their descriptions. The following simplified diagram does not display feedback loops to the Client, also it does not display L3 Vendors, but they are involved at different stages of the process. Request Process Summary Client/Trigger/ System Email Phone Call Walk-up Web Chat Self Service L1 Analyst 1.0 2.0 Can Fulfill? Fulfilled? L2 3.2 Monitoring Owned By Individual Tasks Fulfilled? Ticket & Task Owners Proactive Monitoring Page 5
Incident Priority Matrix Urgency Impact University-Wide Multiple Faculty / Department or Single Building Single Faculty / Department Individual Work blocked 1 Critical 1 Critical 2 High 3 Moderate Work degraded 2 High 2 High 3 Moderate 4 rmal Work not affected 3 Moderate 3 Moderate 4 rmal 4 rmal Incident Response and Resolution Targets by Priority Priority Level Priority * Response Target Response Time & Target L2 Acknowledgement Time Target Resolution Time Examples P1 Critical Immediate and sustained effort, using all available resources until resolved. On-call procedures activated, vendor support invoked. (24-hour clock) 30 minutes 4 Hours Network is down campus-wide University-wide, wireless down, wired available P2 High Team responds immediately, assess the situation, may interrupt other staff working normal or moderate priority jobs for assistance (Business Hours) P3 Moderate Respond using standard procedures and operating within normal supervisory management structures (Business Hours) P4 rmal Respond using standard operating procedures as time allows (Business Hours) 60 minutes 1 Business Day 4 business hours 2 Business Days 6 business hours 5 Business Days University-wide, Banner slow during peak times, but still accessible University-wide, slow network connection, work degraded Single department experiencing slow internet connection, work degradation Client has issue with Outlook, but able to access via the web- *VIP individuals (Deans, Directors, Department Heads and those higher up in the Administrative Organizational Chart) have the privilege of increasing the priority level by one level, and only apply to desktop support type incidents or requests that affect them as an individual. Page 6
Service Request Response and Targets University of Manitoba Information Services & Technology Simple Basic Medium Complex Expedited 4 hours 2 days 5 days 15 days Routine 2 days 5 days 10 days 30 days Scheduled 10 days 15 days 30 days 60 days Request Type Target Response Time & L2 Acknowledgement Time Target Time* Examples Expedited/Simple 30 business minutes 4 business hours Password Reset (expedited) Employee Dismissal (expedited) Routine/Simple Expedited/Basic 4 business hours 2 business days Enable ports for a scheduled event in 3 days (expedited) Optical Scoring Update to Software Replacing image on Website Banner System Access Updates Default Target Time Routine/Basic Expedited/Medium Routine/Medium Scheduled/Simple Expedited/Complex Scheduled/Basic Routine/Complex Scheduled/Medium 6 business hours 5 business days File Sharing Imaging a Computer Outlook Set up new monitor Software license renewal Mailing List Request 2 business days 10 business days Desktop relocation Printer setup and configuration Employee provisioning Employee leaving 3 business days 15 business days Computer re-image/set-up (scheduled) Software Install/Update (scheduled) Computer commissioning / decommissioning (scheduled) 4 business days 30 business days Asset disposal Scheduled/Complex 5 business days 60 business days Hardware provisioning Software provisioning Applications Services Database Services Reporting Services A Service Request fulfilment target is based on the number of resources, services, tasks and amount of lead time required. The following table is a guide to assist in defining the type of request Simple Basic Medium Complex. of Resources 1 1 1-2 3+. of Services 1 1 1 2+. of Tasks 1 1-2 2 2+. of Clients 1 1-2 2+ 3+ Amount of Lead Time ne Short Medium Long Choose a Scheduled target time if a preferred delivery date is provided. Scheduled target time should not exceed the delivery date requested. Service Requests not expedited or scheduled should be set as Routine. Select Default Target Time if actual fulfilment time is unknown. Page 7