Incident Management

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Versione del 14 apr 2015 alle 16:41 di Maxime.sottini (discussione | contributi) (Notifications)

Incident Management process is supported by a SM workflow cartridge that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the workflow cartridge) is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the Workflow Engine guide may be useful.

IMPORTANT NOTE: the configuration below is only one of the possible configuration to deal with the incident management process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

Operational model

The preconfigured process has the objective to facilitate and support the resolution of incidents or the provision of workarounds. At the core of the process configuration is the following operational model.

Incident Management operational model

The requester requires to open an incident by contacting the service desk. One of the members of the service desk takes the request in charge,

becoming the owner of it, and starts to manage it. The owner may find a workaround and/or solution for the incident and, therefore, may close it. Alternatively, the owner may not be able to find any solution or 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 incident, still remaining accountable for it. In other words, the service desk alwasy acts as a single point of contact (SPOC) for the requester.

Roles

For this process, the following organizational roles are defined:

Organizational role Description itmSUITE® role mapping
Requester
  • Opens incidents on behalf of himself/herself or for a third party
This role is mapped on a system resource with user of user type "Requester". The login identifier of this user is "FinalUser".
Service desk member
  • Also known as First Line Support, it is the Single Point of Contact (SPOC) for the requester
  • This group receives the notifications of all the incidents opened
  • One of the members decides to deal with the incident and takes the incident owner role
This role is mapped on a system resource with user of user type "Resource". The login identifier of this user is "SDSpecialist". The resource is also member of the "Service Desk" solution group which is set as master solution group.
Service desk manager The role is assigned to the service desk member, user "SDSpecialist", who is also member of the "Service Desk"solution group and is set as solution group manager for it.
Incident owner
  • Role taken on by someone who is part of  the service desk team
  • Offers initial support and attempts to resolve the incident
  • Activates escalation/ routing/ requests
  • Manages all the communications with the requester
  • Watches over and monitors the incident along all its lifecycle ensuring target service levels are achieved
  • Checks the implemented resolution and sets the incident to resolved
  • If needed, closes the incident
The role is set to the service desk member who takes in charge the incident.
Technical team member
  • He/she receives the notification on the assignment of an activity concerning an incident (e.g. conducting the analysis and finding to find a resolution or workaround for it)
  • Carries out the assigned tasks
  • Notices when completed or unable to complete
There are several technical teams predefined for different domains. The following table shows which users are members of each team.
Domain Solution group Member

users

Application management "Application Management" "AppManager"

"AppSpecialist"

Personal devices management "Personal Management" "PersonalManager"

"PersonalSpecialist"

Network management "Network Management" "NetManager"

"NetSpecialist"

Server management "Server Management" "ServerManager"

"ServerSpecialist"

Technical team manager
  • Receives the notification on the assignment of the incident to his/her team in order to find a resolution or workaround for it
  • Assign the member of his/her team who should work on it (this can be done by setting the ticket worker or creating and assigning ticket activities)
  • Watches over and monitors the work of his team
There are several technical teams predefined for different domains. The following table shows which users are set as solution group manager for each domain.
Domain Solution group Solution group manager
Application management "Application Management" User "AppManager".
Personal devices management "Personal Management" User "Personal Manager".
Network management "Network Management" User "NetManager".
Server management "Server Management" User "ServerManager".
Service manager This role is mapped on a system resource with user of user type "Project/Service Manager". The login identifier of this user is "ServiceManager", who is set as service manager for the "itmCLOUD" service.

Process

Can be started with SRCS....

A workflow is configured to support the Incident management process. The workflow is characterized by workflow statuses and workflow transitions. The figure below illustrates the process.

Incident management process.

The table below explains the meaning of each workflow status.

Workflow status Description
"Default" A preliminary status which is displayed when an incident is created.
"Opened" The incident has been recorded and activities to resolve it started.
"In Charge" The service desk has taken the incident in charge and started to work on it directly or by routing to other teams.
"Resolved" A workaround or a definitive solution has been found.
"Suspended" The activities to analyse and solve the incident are temporarily suspended.
"Cancelled" The incident has not been rejected or has not been confirmed.
"Closed" The incident closure has been confirmed. No other changes are possible.

And finally the table below explains the roles authorized to execute the workflow transitions.

Source status Destination status Authorized executors Comment
"Default" "Opened" Requester


"Opened" "In Charge" Service desk member Service desk members are configured through master solution group.
"Opened" "Cancelled" Creator or Service desk member Service desk members are configured through master solution group.
"In Charge" "Resolved" Service desk member or Technical team member Technical team members are configured through solution group.

Service desk members are configured through master solution group.

"In Charge" "Suspended" Service desk member or Technical team member Technical team members are configured through solution group.

Service desk members are configured through master solution group.

"In Charge" "Cancelled" Service desk member Service desk members are configured through master solution group.
"Resolved" "Closed" Creator or Service desk member Service desk members are configured through master solution group.
"Resolved" "In Charge" Creator or Service desk member Service desk members are configured through master solution group.
"Suspended" "In Charge" Service desk member or Technical team member Technical team members are configured through solution group.

Service desk members are configured through master solution group.

Management information

Views

The following views are made available in the Tickets area of the home page:

View Content Requester Service desk Technical team
Incidents resolved Incidents in status "Resolved" X
Incidents opened Incidents in status "Opened" X
Incidents assigned Incidents in status "In Charge" and assigned to the solution group to which the resource belongs X

Additionally, the following views are made available in the Incident menu for all the organizational roles:

View Content
Incidents active Incidents in status "Opened"

"In Charge", "Resolved"

Incidents suspended Incidents in status "Suspended
Incidents closed Incidents in status "Closed"
Incidents cancelled Incidents in status "Cancelled"

Notifications

The following notifications are configured:

Trigger Recipients Purpose
An incident is opened Solution group members of "Service Desk" Alert that there is an incident to manage.
An incident is taken in charge The incident creator Alert that someone has started to work on the incident.
An incident is resolved The incident creator Alert that the incident is resolved.
A solution group is assigned or changed for the incident Solution group manager Alert that there is a resource to allocate to manage the incident.
An incident is cancelled The incident creator Alert that the incident has been canceled.
An incident is suspended The incident creator Alert that the incident is suspended.
An incident is closed Solution group members of "Service Desk" Alert that the incident has been closed.
An incident is cancelled The incident creator Alert that the incident has been canceled.

Reporting

Examples of use

Try the following sequence:

(table with steps, etc.)