Incident Management ISD Division Office of State Finance.

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Presentation transcript:

Incident Management ISD Division Office of State Finance

Contents Purpose of Incident Management Process Escalation Guidelines Office of State Finance Purpose of Incident Management Process Escalation Guidelines Policy 2

Contents Office of State Finance Purpose of Incident Management 3

Terms (Service Operations) Office of State Finance 1 Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Incident 2 Underlying “root-cause.” Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates “work-arounds.” Problem 3 Routine pleas for help – but nothing is broken. These include items like “can you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will you reset my password.” Service Request ITIL Training

Incident Guidelines Office of State Finance Since an incident is always related to a production process or product that is not functioning as it once was, it is critical to perform triage and resolve the most serious incidents as quickly as possible, leaving the less serious ones to be resolved as time allows. Incidents do not need prior approvals to be worked and resolved. They only need to be prioritized to work the most critical incidents first. In most cases incidents should be worked and resolved before time is allocated to fulfill service requests. High priority service requests may be worked before low priority incidents.

Incident Prioritization Office of State Finance Before an incident can be prioritized, the impact and severity must be assessed. Incident Priority Impact: People & Service Severity: Time Severity 3-Low User cannot perform a portion of their duties. 2-Medium User cannot perform critical time sensitive functions 1-High Major portion of a critical service is unavailable Impact One or two personnel Degraded Service Levels but still processing within SLA constraints Multiple personnel in one physical location Degraded Service Levels at or below SLA constraints Cause of incident falls across multiple functional areas All users of a specific service Personnel from multiple agencies are affected Public facing service is unavailable Any item listed in the Crisis Response tables

Incident Service Level Targets Priority Target Response Resolve 3 - Low 90% - 24 hours 90% - 7 days* 2 - Medium 90% - 2 hours 90% - 4 hours 1 - High 95% - 15 minutes Although desirable, it is not always possible to resolve all incidents within the target time frame. For this reason, for SLA purposes, the success rate to resolve incidents by the target time frame is not expected to be 100%

Contents Office of State Finance Process 8

Explanation of chart on following pages Process Flow Explanation of chart on following pages

Process Flow - Identification Service Desk will collect all available information about the issue. The information will be logged. Before continuing the Service Desk will verify the related service having the issue and correlate it with an existing service and SLA. If the case is not actually an incident, but a service request, the Service Desk will continue the case under the Service Request Process guidelines. After incident verification, Service Desk will attempt to establish incident severity and impact which define priority.

Process Flow – Analyze & Resolve If this is a major incident, the Service Desk will notify senior management immediately. Information on how to resolve many incidents is contained in the Knowledge Base within CRM. If the information is present, the Service Desk will attempt to resolve. The Service Provider Group will continue the diagnosis until a solution or workaround is available and verify solution with customer. If customer is satisfied, the Service Desk will close the case.

Contents Office of State Finance Escalation Guidelines 12

Purpose of Escalation Process By “escalation” we mean: The Service Desk broadens awareness and status of incident, particularly to management and customers Management & Customers Service Desk Incident Handling

Purpose of Escalation Process Office of State Finance Establish a standard method of escalation and notification across all services, platforms, and functions Restore normal service operations as quickly as possible Communicate incident status to the affected customer Minimize the adverse impact on business operations

Components of Incident Escalation Concept Office of State Finance Incident: Something is broken or is about to break. Impact: Users and/or services affected Severity: How much time can elapse before the incident creates a significant business impediment? Components of Incident Escalation

Concept – Always an Exception Office of State Finance The following should always be escalated with a high priority: Agency executive level person (or their representative) Governor’s / Lt. Governor’s office Exec branch of Oklahoma State government Cabinet Secretaries Agency directors (or deputy agency directors representing the agency director) The following should always be escalated with a medium/high priority (CTO and ISD Managers are notified via email): Security breach

Escalation Process

Time Guidelines Priority Time Limit before Escalation by Service Desk 3-Low 3 business days Manager 2-Medium 4 hours If on-call contact cannot be reached during non-business hours If neither on-call contact or their manager cannot be reached during non-business hours CTO & ISD Mgt 48 hours 1-High Immediate Senior Mgt

Log Incident with the Service Desk! Guidelines Office of State Finance Critical starting point! Log the case with as much detail as is available. Notifications (Service Desk) Escalation Log Incident with the Service Desk!

Escalation Notifications Office of State Finance The default mechanism for notification will be by email unless otherwise specifically stated. Whenever escalation or notification by phone is indicated, the Service Desk will utilize all known numbers for contact, leaving voice mail on each until person is contacted.

Escalation Notifications Office of State Finance Senior management notification will include CIO, CTO, and all functional managers. Escalation of a case does not remove the assignment from an individual. The provider group manager will make certain the right personnel are assigned. Any time a case is escalated, the case will be updated to reflect the escalation and the following notifications will be performed by the Service Desk:

Notifications - 2-Medium Office of State Finance Escalation Priority Severity 3-Low 2-Medium 1-High Impact Upon discovery of the incident, the Service Desk will notify the Director, CTO, and managers of the Information Services Team within 30 minutes by email using CRM’s interested parties function. The person assigned to the case or the functional manager will update notes on the case at least once daily. The customer will be notified via interested parties email of the current status at least once daily using a case note with visibility set to “all”. The managers of all functional groups involved in resolving the case will be notified each time the case is updated through the CRM interested parties section.

Notifications - 2-Medium Office of State Finance Escalation Priority Severity 3-Low 2-Medium 1-High Impact Upon discovery of the incident, the CTO and managers of the Information Services Team will be notified within 30 minutes by email using CRM’s interested parties function. The case will be updated with resolution status at least once daily by person assigned to the case or the functional manager. The customer will be notified via interested parties email of the current status at least once daily. The managers of all functional groups involved in resolving the case will be notified each time the case is updated through the CRM interested parties section.

Notifications – High Escalation Priority Severity 3-Low 2-Medium Office of State Finance Escalation Priority Severity 3-Low 2-Medium 1-High Impact Upon discovery of an incident of high priority…Take time to log the incident in with the Service Desk. The Service Desk will notify the Director and CTO of the Information Services Division using CRM’s interested parties function and by phone. The managers will also be notified by email using CRM’s interested parties function simultaneously with the Director and CTO email notifications. Each time the case is updated, the senior management email notification will be performed, again using the interested parties function of CRM.

Notifications – 1-High Escalation Priority Severity 3-Low 2-Medium Office of State Finance Escalation Priority Severity 3-Low 2-Medium 1-High Impact Case updates with current status will be made a minimum of every four hours between 8 AM & 5 PM. CRM will then forward the updated status to the interested parties on the case. If the incident was reported by a customer, the person reporting the incident will be notified by email or phone as requested by the customer. If the incident was not reported by the customer, or if other agencies are impacted, notification should utilize the contact information on record at the Service Desk to notify the potentially impacted customers via method that is still functional.

Escalation Notifications Office of State Finance Update the case! When new info is discovered, a plan of action is devised, or resolved, update the case! Notifications (Service Desk) Escalation Update Incident Case in CRM

Contents Office of State Finance Policy 27

Incident Policy Office of State Finance Incidents must be logged with the Service Desk before they are worked. Accept the assignment of the Case from the Service Desk before working the case. Update the case notes regularly as new information is uncovered. On the case note, set visibility to “All” and set the note type appropriately.

Incident Policy Office of State Finance The case assignee is responsible for updating the case status on the appropriate schedule. Escalation notifications to the customer will be performed by the Service Desk unless otherwise determined by CTO. Upon resolution of the incident, all persons previously notified of an escalation will be notified by CRM via the interested parties function.

Incident Policy Office of State Finance In the event of a High escalation, all available means of communication will be used by the Service Desk to make successful contact with support personnel and senior management. Medium and High escalations will occur regardless of business hours using the appropriate methods of communication. The escalation process does not remove the responsibility from the assigned resource to seek necessary assistance in resolving an incident.