Training Role Module 10 – Support v2

Role Module 10 – Support Objective –To understand the issues commonly encountered by first- and second-line support and how to handle them, relating to the standalone Map Display and MMS applications Audience –Local support teams –Programme management –Trainers Format –Instructor-led presentation –Questions and discussion by participants Duration –ca. 1 hr 2

Role Module 10 – Support Module contents This module will cover: 1.Hosting arrangements and service availability 2.Support process 3.Issue prioritisation It is essential that second line support receive the training on Map Display (see Role Module 9 – Map Display Viewer) and MMS (see Foundation Module 2 – The Map Management Suite)

Introduction © 2008 Map of Medicine Ltd. Commercial and in confidence.

Role Module 10 – Support Hosting –Both Map Display and MMS are hosted by the Map of Medicine –They are accessed via the internet at: –Map Displayhttp://app.mapofmedicine.comhttp://app.mapofmedicine.com –MMShttp://localise.mapofmedicine.comhttp://localise.mapofmedicine.com –They are available for users at the following times: –Map Display 24/7 –MMS during normal business hours 5

Role Module 10 – Support Support organisations Customer IT support organisation –First & second line support –Customer organisations provide first and second line IT support to their users –This may be via: –in-house staff –a contracted third party –a combination of both –This organisation is the first point of contact for users reporting issues using the Map of Medicine Map of Medicine support –The Map of Medicine provides third and fourth line support to the customer IT support organisation –These issues are either problems with the Map of Medicine functionality, or other Map-related user issues that first and second line support are unable to resolve –Critical errors – 24-hour emergency support –Non-critical issues – support available during normal weekday working hours 6

Role Module 10 – Support Typical support process (1) 1. User contacts local IT support 2. Local IT support evaluates problem:  First line support staff for the local IT organisation will investigate the issue to determine: –if the problem has a local cause, such as a network connectivity issue –if the problem is a workstation issue –whether the service is actually scheduled to be available –whether the user should submit the issue as feedback via Map Display, if it relates to content or feature requests If they determine that the problem cannot be resolved and appears to be specific to the Map of Medicine, they will escalate the issue to their second line support  Second line support (application support staff provided by the customer organisation) will determine if the issue is one that can be handled by educating the user or other resolutions If there appears to be a functional problem with the Map software or service that cannot be resolved locally, second line support will escalate the issue to Map of Medicine support 7

Role Module 10 – Support Typical support process (2) 3. Map of Medicine support team (third line support) investigates the problem: –The Map of Medicine support team investigates issues escalated to it from the customer’s second line IT support –Issues may then be escalated internally at the Map of Medicine to fourth line support for development attention 8

Role Module 10 – Support Third line support contact details –Issues should be logged by local second line support via an to –This must include, if applicable: –return contact details –full details of the issue, including screenshots where appropriate –URL used to access Map Display or MMS –user name used to log on –name of the view of the Map of Medicine –care map/page where the issue occurs –If required, it is possible to follow-up the issue by calling +44 (0) during normal weekday working hours –Critical issues – 24-hour emergency support on +44 (0)

Issue prioritisation © 2008 Map of Medicine Ltd. Commercial and in confidence.

Role Module 10 – Support Service levels for issues escalated to third line support –Issues escalated to the Map of Medicine will be classified into one of three categories, according to severity: –Critical priority (P1) – answered within one hour –Serious priority (P2) – answered within one day –Normal priority (P3) – answered within one week 11

Role Module 10 – Support Issue priority – Normal An issue will be classified as normal priority in the following circumstances: –A problem in the system is causing partially incorrect results –Data is invalid/corrupt in a low usage area and/or non-critical area of the system, (e.g. errors in formats of displays or printouts) –An error in the system has occurred but still allows the user to continue working –Cosmetic errors These issues may be resolved by creation of a feature request 12

Role Module 10 – Support Issue priority – Serious An issue will be classified as serious in the following circumstances: –Part of the system is unavailable –Data is invalid/corrupt and is contained within the system; not in a business critical area but in a highly utilised area of the system –Performance of the system is degraded (i.e. query times fall bellow expected SLAs) –A non-critical part of the system is functioning improperly 13

Role Module 10 – Support Issue priority – Critical An issue will be classified as critical in the following circumstances: –Any fault that causes any public-facing services to be unavailable –Any fault that stops the end user from using the services –Data is invalid/corrupt and affecting other systems; users are making key critical decisions on the invalid data –Performance of the system has been substantially degraded –A critical portion of the system is functioning improperly 14

End of module Questions?