Incident Management - Cronologia

Francesco.bertuletti il 15:41, 26 giu 2015

2015-06-26T15:41:10Z

Maxime.sottini: /* Management information */

2015-05-07T20:35:53Z

‎Management information

Maxime.sottini: /* Roles */

2015-05-05T20:39:59Z

‎Roles

Maxime.sottini: /* Roles */

2015-05-05T20:37:52Z

‎Roles

Maxime.sottini: /* Roles */

2015-05-05T20:34:46Z

‎Roles

Maxime.sottini: /* Roles */

2015-05-05T20:23:10Z

‎Roles

Maxime.sottini: /* Operational model */

2015-05-05T15:52:07Z

‎Operational model

Maxime.sottini: /* Process */

2015-05-04T13:57:57Z

‎Process

Maxime.sottini il 16:44, 30 apr 2015

2015-04-30T16:44:03Z

Andreas.munteanu: /* Operational model */ grammar correction

2015-04-27T13:06:55Z

‎Operational model: grammar correction

@@ Riga 10: / Riga 10: @@
 [[File:Incident Management Operational Model v1.0.JPG|centre|thumb|500x500px|Incident Management operational model]]
-The requester requires to open an ''[[Glossary|incident]]'' by contacting the s''[[Glossary|ervice desk]]''. One of the members of the [[Glossary|s''ervice desk'']] takes the request in charge,
+The requester requires to open an ''[[Glossary|incident]]'' by contacting the [[Glossary|s''ervice desk'']]. One of the members of the [[Glossary|s''ervice desk'']] takes the request in charge,
 becoming the owner of it, and starts to manage it. The owner may find a ''[[Glossary|workaround]]'' (which is published through the ''[[Glossary|known error management]]'' process) and/or solution for the ''[[Glossary|incident]]'' and, therefore, may close it. Alternatively, the owner may not be able to find any solution or ''[[Glossary|workaround]]'' and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the ''[[Glossary|incident]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.

@@ Riga 283: / Riga 283: @@
 |-
-| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|incident]]'' is related. ||This is automatically set at open time and can't be modified.
+| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|incident]]'' is related. ||This is automatically set at open time.
 |-

@@ Riga 87: / Riga 87: @@
 * Receives the notification on the assignment of the ''[[Glossary|incident]] ''to his/her team in order to find a resolution or ''[[Glossary|workaround]] ''for it
 * Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
-* Watches over and monitors the work of his team
+* Watches over and monitors the work of his/her team
 || There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

@@ Riga 55: / Riga 55: @@
 |-
 | Technical team member  ||
-* He/she receives the notification on the assignment of an activity concerning an ''[[Glossary|incident]] ''(e.g. conducting the analysis and finding to find a resolution or ''[[Glossary|workaround]] ''for it)
+* He/she receives the notification on the assignment of an activity concerning an ''[[Glossary|incident]] ''(e.g. conducting the analysis and finding a resolution or ''[[Glossary|workaround]] ''for it)
 * Carries out the assigned tasks

@@ Riga 50: / Riga 50: @@
 * Watches over and monitors the ''[[Glossary|incident]] ''along all its life cycle ensuring target service levels are achieved
 * Checks the implemented resolution and sets the ''[[Glossary|incident]] ''to resolved
-* If needed, closes the ''[[Glossary|incident]]''
+* If needed (the requester doesn't do it), closes the ''[[Glossary|incident]]''
 || The role is set to the service desk member who takes in charge the incident.

@@ Riga 24: / Riga 24: @@
 * Opens ''[[Glossary|incidents]]'' on behalf of himself/herself or for a third party
 * Confirms that the ''[[Glossary|incident]]'' is closed
 ||  This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]]'' "Requester". The login identifier of this ''[[Glossary|user]]'' is "FinalUser".

@@ Riga 12: / Riga 12: @@
 The requester requires to open an ''[[Glossary|incident]]'' by contacting the s''[[Glossary|ervice desk]]''. One of the members of the [[Glossary|s''ervice desk'']] takes the request in charge,
-becoming the owner of it, and starts to manage it. The owner may find a ''[[Glossary|workaround]]'' and/or solution for the ''[[Glossary|incident]]'' and, therefore, may close it. Alternatively, the owner may not be able to find any solution or ''[[Glossary|workaround]]'' and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the ''[[Glossary|incident]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.
+becoming the owner of it, and starts to manage it. The owner may find a ''[[Glossary|workaround]]'' (which is published through the ''[[Glossary|known error management]]'' process) and/or solution for the ''[[Glossary|incident]]'' and, therefore, may close it. Alternatively, the owner may not be able to find any solution or ''[[Glossary|workaround]]'' and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the ''[[Glossary|incident]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.
 == Roles ==

@@ Riga 140: / Riga 140: @@
 |-
 | "Technical Services" || "Server Management" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service manager.
 |}

@@ Riga 49: / Riga 49: @@
 * Activates escalation/ routing/ requests
 * Manages all the communications with the requester
-* Watches over and monitors the ''[[Glossary|incident]] ''along all its lifecycle ensuring target service levels are achieved
+* Watches over and monitors the ''[[Glossary|incident]] ''along all its life cycle ensuring target service levels are achieved
 * Checks the implemented resolution and sets the ''[[Glossary|incident]] ''to resolved
 * If needed, closes the ''[[Glossary|incident]]''
@@ Riga 297: / Riga 297: @@
 |-
 | ''<u>Ticket Classification</u>'' || <u>Ticket Area</u> <u>Ticket Category</u> <u>Ticket Topic</u>
-|| To set the ''[[Glossary|incident]]'' key classification information..This is used for statistic reasons but also to drive the best possible routing of the ''[[Glossary|incident]]'' to the suitable technical team in order to analyze and/or solve it. ||The classification information is managed through these three related fields.''.''The selection of a value of the <u>Ticket Area</u> will influence the values of the <u>Ticket Category</u> which finally is influencing the values of <u>Ticket Topic</u>.The values defined influence the <u>Solution Group</u> field. The available values and the corresponding driven team configuration can be changed.
+|| To set the ''[[Glossary|incident]]'' key classification information..This is used for statistic reasons but also to drive the best possible routing of the ''[[Glossary|incident]]'' to the suitable technical team in order to analyse and/or solve it. ||The classification information is managed through these three related fields.''.''The selection of a value of the <u>Ticket Area</u> will influence the values of the <u>Ticket Category</u> which finally is influencing the values of <u>Ticket Topic</u>.The values defined influence the <u>Solution Group</u> field. The available values and the corresponding driven team configuration can be changed.
 |-
@@ Riga 318: / Riga 318: @@
 |-
-| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|incident]]'' is assigned for analysis and/or resolution. ||The team may change during the'' [[Glossary|incident]]'' lifecycle.
+| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|incident]]'' is assigned for analysis and/or resolution. ||The team may change during the'' [[Glossary|incident]]'' life cycle.
 |-
@@ Riga 340: / Riga 340: @@
 |-
-| <u>''Ticket Details''</u> || <u>Comments</u> || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|incident]]'' or for future memory (es. continual improvement).. ||This field is only visible to service desk and technical team members.
+| <u>''Ticket Details''</u> || <u>Comments</u> || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|incident]]'' or for future memory (e.g. continual improvement).. ||This field is only visible to service desk and technical team members.
 An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
@@ Riga 426: / Riga 426: @@
 |-
-|An ''[[Glossary|incident]] ''is cancelled || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]]'' has been canceled.
+|An ''[[Glossary|incident]] ''is cancelled || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]]'' has been cancelled.
 |}