DS10 Incident/Problem Management

1. Description

A management system which records and progresses all incidents to ensure that problems and incidents are resolved, and the cause(s) investigated to prevent any recurrence.

2. Service Activities

Logging: record, analyze and resolve all operational events which are not part of the standard operation (incidents, problems and errors),
Reporting: produce reports of significant incident and problem reports,
Incident Escalation: manage incident and problems by ensuring that adequate resources (in terms of number and type of resources) are enlisted for resolution in the most efficient way on a timely basis,
Tracking and Audit Trail: maintain an adequate audit trail to allow tracking from incident to underlying cause (e.g. package release or urgent change implementation) and back,

3. Key Goal Indicators

A measured reduction of the impact of problems and incidents on IT resources
A measured reduction in the elapsed time from initial symptom report to problem resolution
A measured reduction in unresolved problems and incidents
A measured increase in the number of problems avoided through pre-emptive fixes
Reduced time lag between identification and escalation of high-risk problems and incidents

ebc Service Commitments

4. Key Performance Indicators

Elapsed time from initial symptom recognition to entry in the problem management system
Elapsed time between problem recording and resolution or escalation
Elapsed time between evaluation and application of vendor patches
Percent of reported problems with already known resolution approaches
Frequency of coordination meetings with change management and availability management personnel
Frequency of component problem analysis reporting
Reduced number of problems not controlled through formal problem management

ebc Service Commitments

all incidents reported by Clients are acknowledged by a service Desk represented within 20 seconds of the call being placed.
Severity Assignment: a severity is assigned to all reported incidents within 30 minutes of a call being made
all Severity 1, 2 and 3 are subject to defined action and resolution protocols
Severity 1 and 2: incidents will be resolved within specified resolution times 95% of the time
Severity 3: incidents will be resolved within specified resolution times 90% of the time.
Desk-side Support: for incidents requiring desk-side support
- Basic Service: a support staff will be onsite within 4 hours and resolution will occur within 8 hours 75% of the time
- Premium Service: a support staff will be onsite within 4 hours and resolution will occur within 4 hours 90% of the time
- Emergency Service: a support staff will be onsite within 20 minutes and resolution will occur within 1.5 hours 90% of the time
- Emergency Server Configuration Fix: Onsite support will occur within 15 minutes and resolution will occur within 1.5 hours in 90% of all occurances.
File Restorations: all requests for file restoration will be acknowledged the same day unless noted for 95% of all requests
- for non-email related requests which are deemed simple and can be done online restoration will completed within 2 days
- for non-email related requests which are deemed complex and cannot be done online restoration will completed within 10 days
- for email deletions restoration will be completed within 2 days
- for email requests requiring accessing archived email greater than 7 days old the request will be acknowledged within 2 days and the email restored within 5 days at a cost of $5,000
Network Restoration: network services are provided by an external provider administered by iSERV. The following performances are detailed in the contract between them.
- Basic network failures will acknowledged through a triage with affected parties within 15 minutes of the detection of an outage.
- a client request for a network performance investigation will be governed by severity protocols and will be completed within 10 days 90% of the time
A voice processing or ACD failure: will be acknowledged within 2 hours and the service will be restored within 8 hours 90% of the time

5. Critical Success Factors

network services are provided centrally through Management Board Secretariat through a contractual relationship with an outside network service provider. The quality of the service is controlled by the Provider and the strength of the relationship and contract as administered by iSERV.
There is clear integration of problem management with availability and change management
Accessibility to configuration data, as well as the ability to keep track of problems for each configuration component, is provided
An accurate means of communicating problem incidents, symptoms, diagnosis and solutions to the proper support personnel is in place
Accurate means exist to communicate to users and IT the exceptional events and symptoms that need to be reported to problem management
Training is provided to support personnel in problem resolution techniques
Up-to-date roles and responsibilities charts are available to support incident management
There is vendor involvement during problem investigation and resolution
Post-facto analysis of problem handling procedures is applied

6. Additional Information

Maturity Level Characteristics


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