itil incident management isd division office of state finance

ITIL

Incident Incident Management Management

ISD Division

Office of State Finance

Office of State Finance

Contents

Process

Escalation Guidelines

Policy

Purpose of Incident Management

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ContentsOffice of State Finance

Purpose of Incident Management

Office of State Finance

ITIL Training

Terms (Service Operations)

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Something is broken or about to break.

Repair as quickly as possible.

Open incidents are measured against SLAs.

Incident Incident

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Underlying “root-cause.”

Remains open until underlying issue is

resolved.

Open Problems are not measured against SLAs.

Creates “work-arounds.”

ProblemProblem

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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 Service RequestRequest

Incident Guidelines

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Office of State Finance

Incident Prioritization

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Office of State Finance

Before an incident can be prioritized, the impact and severity must be assessed.

Incident Service Level Targets

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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 90% - 2 hours

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%

Office of State Finance

Contents

Process

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9

Incident Management Process Flow

Se

rvic

e

Pro

vid

er

Gro

up

Se

rvic

e D

esk

So

urc

e

No

No

No

Yes

Yes

Yes

15Verify Resolution with

Customer

1d-Email

Technical Staff

Request Fulfillment

5Service

Request?

9Priority 1 (major)

Incident?

2Incident Identification

1c- User

Phone Call

14Resolution &

Recovery

11Initial

Diagnosis

12Info in Knowledge

Base?

1b-Web

Interface

13Continued

Investigation & Diagnosis

8Incident

Prioritization

3IncidentLogging

1a-Event

Management

4Incident

Categorization

10Notify Senior

Staff

17Close Incident

16Customer Satisfied?

Yes

7Relate to existing

open cases and set impact appropriately.

6Same issue reported by

others?

No

Yes

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.

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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.

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Office of State Finance

Contents

Escalation Guidelines

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Purpose of Escalation Process

By “escalation” we mean: The Service Desk broadens awareness and status of

incident, particularly to management and customers

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Purpose of Escalation ProcessOffice of State Finance

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ConceptOffice of State Finance

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Components of Incident Escalation

Concept – Always an Exception

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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

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Time Guidelines

Priority Time Limit before Escalation by Service Desk

3-Low 3 business days Manager

2-Medium

4 hours ManagerIf on-call contact cannot be reached during non-business hours

Manager

If neither on-call contact or their manager cannot be reached during non-business hours

CTO & ISD Mgt

48 hours CTO & ISD Mgt

1-HighImmediate ManagerImmediate Senior Mgt

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Critical starting point!Log the case with as much detail as is

available.

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GuidelinesOffice of State Finance

Escalation Notifications

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Office of State Finance

Escalation Notifications

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Office of State Finance

Notifications - 2-Medium

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Office of State Finance

Notifications - 2-Medium

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Office of State Finance

Notifications – High

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Office of State Finance

Notifications – 1-High

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Office of State Finance

Update the case!When new info is discovered, a plan of action is

devised, or resolved, update the case!

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Escalation NotificationsOffice of State Finance

Office of State Finance

Contents

Policy

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Incident Policy

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Office of State Finance

Incident Policy

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Office of State Finance

Incident Policy

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Office of State Finance