Incident Management Process for Information Services

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Incident Management Process for Information
Services
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Incident Management Committee

• Theresa Bateson
• David Bobbitt
• Ann Ermey
• Scott Kemme
• Ron Hetrick
• Steve Lambert
• Chuck LaPointe

• Ann Matter
• Ryan Papesh
• Tom Roderick
• David Schneider
• Sue Silkey
• Tanya Rhodd

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What is an Incident?

• An Incident is an event which is NOT part of the
  standard operation of a service and which causes
  or may cause an interruption to or a reduction in
  the quality of that service.

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Goal of Incident Management

• To restore normal service operation as quickly as
  possible with minimum disruption to the business,
  ensuring that the best achievable levels of
  availability and service are maintained.

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Service Support/Delivery Model
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Service Desk Responsibilities

• Receive, record, track all contacts from users
• Provide initial assessment of cases
• Monitor cases
• Keep users informed
• Reports

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Service Desks within IS

• IT Help Desk/Operations
• LSS Customer Support Center
• NTS Customer Service
• ResNet

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Incident Manager Role

• Efficiency and effectiveness of Incident
  Management Process
• Make recommendations for improvement to the
  process
• Produce management reports
• Manage the work of the Incident support staff

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You dont expect me to read this, do you?
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Which translated into English means

• case entered into the tool - Remedy Help Desk
• the user information is verified
• the case is classified and prioritized
• the case type is identified
• the case is assigned to the appropriate Service
  Desk

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Whats a Case Type?

• Service Request
• Incident
• Major Incident
• Problem

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Service Request Process
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Service Request Flowchart

• Verify that the case is assigned to the
  appropriate Service Desk
• The case is assigned to an individual
• The work is performed
• User is notified that their Service Request has
  been completed
• No user notification sent for Information Service
  Requests

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More Incident Management Flowchart Major
Incident
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Major Incident (sub-process)

• Case type is classified as Major Incident
• Summary information is copied to Remedy Bulletin
  Board
• Notifications are sent to Key Individuals
• Case assigned (Service Owners may assist in
  determining support area)

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More Major Incident (sub-process)

• Case is worked
• Case is monitored for updates
• Case is resolved
• Notification is sent to key individuals and users
• Major Incident Managers assure that the process
  is followed

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Yikes! The even more complex Incident Management
Flowchart
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If the case is not a major incident

• Case is checked to see if it is previously
  recorded as a problem or major incident
• Determine if Service Desk can/should work the
  case
• Assign to appropriate group
• Check the Knowledgebase for solution

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more

• Apply workaround
• No workaround?
• Troubleshoot the case to determine solution
• Submit solution to knowledgebase
• Resolve Case
• Not resolved, assign to Tier 2 or upper level
  support

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Thank Goodness! the last of the Incident
Management Flowchart.
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Last of the Incident Management Process

• Case is accepted by Tier 2 support
• Should this be solved here? reassign
• Case info is reviewed
• KB checked

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More

• Case is investigated
• Resolution is applied
• User is notified
• Solution is submitted to the KB
• Rinse and Repeat until resolution is attained

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Whats left to do

• Training on Remedy Help Desk
• Incident Management Process goes productional
  Tuesday, July 11th
• Incident Management process document will be
  completed soon and be available in Exchange
  Public Folders under Information Services -
  Process Management - Incident Management
• Define management reports

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Want a copy of that flowchart? o)

• Copies of our minutes, procedures, flowcharts,
  etc. are in Exchange Public Folders under
  Information Services Process Management
  Incident Management
• Visit the Program and Service Management Office
  web site www.technology.ku.edu/psmo