1.13 Critical Data Center (FCC)– Incident Resolution Priority High resolution time Time to Resolve < 8 hours 0.95 SharePoint 1.14 Critical Data Center (FCC)– Incident Resolution Priority Medium resolution time Time to Resolve < 16 business hours 0.95 SharePoint 1.15 Critical Data Center (FCC)– Incident Resolution Priority Medium resolution time Time to Resolve As prioritized by Vendor per schedule 0.95 SharePoint 1.16 Critical Data Center (FCC)– Incident Resolution Critical Incident reporting Time to Report Initial finding within 24 business hours of Incident Resolution 0.95 SharePoint 1.21 Other Locations – Incident Resolution Critical Resolution time Time to Resolve < 8 hours 0.85 SharePoint 1.22 Other Locations – Incident Resolution High Resolution time Time to Resolve < 16 hours 0.9 SharePoint 1.23 Other Locations – Incident Resolution Medium Resolution time Time to Resolve < 18 business hours 0.9 SharePoint 1.24 Other Locations – Incident Resolution Low Resolution time Time to Resolve As prioritized by Vendor per schedule 0.95 SharePoint 1.25 Other Locations – Incident Resolution Critical Incident reporting Time to Report Initial findings within 24 business hours of Incident Resolution 0.95 SharePoint
1.2 Step Responsible Role Action 1.2.1 Service Desk Analyst - Tier 1/Tier 2 Assign a category to the incident. Valid examples of categories include software, hardware, network, etc. These Product and Operational categories are common to Change, Configuration and Problem Management processes. 1.2.2 Service Desk Analyst - Tier 1/Tier 2 Search for an existing open incident for this issue. 1.2.3 Service Desk Analyst - Tier 1/Tier 2 If an existing incident is found, go to step 1.2.4. If there is no existing incident, go to step 1.2.5. 1.2.4 Incident Manager / Service Desk Analyst - Tier 1/Tier 2 Associate the two incidents on the related records tab 1.2.5 Service Desk Analyst - Tier 1/Tier 2 Determine if the incident is a critical issue according to the guidance provided by the Critical Incident Manager, the Service Catalog, and (Future Use: The SLA). 1.2.6 Service Desk Analyst - Tier 1/Tier 2 If the incident is critical, go to step procedure 1.9 Critical Incident Procedure If the incident is not critical go to 1.2.10 If the incident is not critical, go to step 1.2.7. (Future Use) 1.2.7 Service Desk Analyst - Tier 1/Tier 2 Using the Known Error Database (KEDB), search for a matching problem or known error. (Future Use) 1.2.8 Service Desk Analyst - Tier 1/Tier 2 (Future Use) If a match is found, go to step 1.2.10. If no match is found, go to the Problem Management Process, which will determine if a new Problem record should be created. 1.2.9 Service Desk Analyst - Tier 1/Tier 2 (Future Use) Link the problem to the incident using the related records tab.
1.3 Step Responsible Role Action 1.3.1 Service Desk Analyst - Tier 1/Tier 2 Determine if a quick resolution for the incident is available by using the Known Error Database (KEDB). 1.3.2 Service Desk Analyst - Tier 1/Tier 2 If a quick resolution is available, go to Incident Resolution Procedure. If a quick resolution is not available, go to step 1.3.3. 1.3.3 Service Desk Analyst - Tier 1/Tier 2 Determine the impact and urgency of the incident based on user urgency as defined by Service Level Management and the system will set the priority. Reference the Impact and Urgency Matrix in Appendix 10 and 11 of this document 1.3.4 Service Desk Analyst - Tier 1/Tier 2 Inform the client of the incident priority. Go to Incident Management Investigation and Diagnosis Procedure.
1.6 Triggers Resolved Incident with Applied Solution Inputs Incident Records Information about CR Known Solution or Workaround User Feedback Outputs Updated CR Information/CR to Change Management User Communication Applied Solution to Problem Management Known Error to Problem Management Updated Incident Record Confirmation if Service is Restored General Comments The purpose of this procedure is to ensure timely and accurate restoration of service after incident resolution. 1.6 Step Responsible Role Action 1.6.1 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Identify the solution to restore service. 1.6.2 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Inform the client of corrective actions to be taken to restore service. 1.6.3 Service Desk Analyst - Tier 1/ Support Teams - Determine if CR is required: If a CR is required, go to step 1.6.4. (1.6.4a)
1.9.3 Critical Incident Manager Contacts the respective department head to update on status and determine whether the incident requires further communication 1.9.4 Critical Incident Manager/Group Leader If further communication is required, the Critical Incident Manager will open a conference (Bridge) call with the different members of the team participating on the call. The call will stay open as long as required as determined by the Critical Incident Manager If further communication is not required, then the support team can resume the standard IM process 1.9.5 Critical Incident Manager Open a communication bridge with the necessary support teams in order to coordinate the service restoration of the incident 1.9.6 Critical Incident Manager/Group Leader Determine if communication is required to the customer of the service, if so, then coordinate a separate means of communicating to the customer based on the customer requirements (i.e. email updates at regular intervals, a telephone call hourly, or a continuous open conference line for the customer) 1.9.7 Critical Incident Manager Provide communication to the customer based on their requirements as defined in 1.9.6 1.9.8 Support Team Continue to work the incident to resolution 1.9.9 Critical Incident Manager Determine if service is restored, if not, then continue working the incident 1.9.10 Service Desk Validate that the user is able to function to an agreeable level of service proceed to the Incident Closure Procedure
Incident Resolution Inform User R A Determine RFC R R A Apply Solution R R R I A I Update Incident Details R R R A Verify Incident Resolution I R R A C C Incident Restoration R R A Identify Recovery Solution R C C C,I A Inform Client of Corrective Actions R A I I Submit RFC R R C C A Determine If RFC Approved R R C C A Apply Solution R R A Update Incident Details I R R A
Determine if Service has been Restored R R A I Determine if resolution efforts will continue R R A I Incident Closure Determine if this is a Critical Incident R R A Validate Resolution with Senior Management R R C C Validate Resolution with Customer R C C A C C Verify Restoration and Resolution Validation I R R A C C Update Incident Details I R R A Close Incident R C C A I
# Activity Timing Responsible Party Target Audience Purpose 1 Operations Meeting Incident Manager Computing Division Review prior day’s incidents; determine accuracy of ticket categorization and priority levels. Discuss resolution for all critical incidents 2 Critical Incident Bridge Call Ad Hoc Critical Incident Manager Support teams managing the Critical Incident Keeps the team focused on the critical incident, ensures that everyone on the bridge call is up to date and aware of the situation. Call lasts until the Critical Incident is resolved 3 Customer Critical Incident Bridge Call Ad hoc Service Manager Department Heads outside of Computing Division directly impacted by a Critical Outage affecting their department Provide status updates to impacted Departments. 4 5 6 7 8 9