Incident Management
Incident Management is the process by which dso
track all faults, requests and problems. Incidents are not necessarily
technical in nature. This business process encompasses all support
requests including, for example, billing enquiries.
Incidents are
then categorised within dso based on the incident type, their severity
and the impact on the client’s business
operations. The severity governs the rate at which an incident is
progressed through the relevant support functions and the level of
visibility which it is afforded across the organisation as a whole.
Process Overview
All incidents and changes are logged within our service
management support system, dsoGateway. It is mandated that all progress
against these requests is logged within the system to ensure maximum
visibility of the status of each individual incident. dsoGateway
is configured to automatically notify clients of progress via email
to nominated email addresses. Each incident will go through the following
stages in its normal lifecycle:
Logging
Incidents may be logged
by email or by telephone.
Triage
Initial review and allocation
to the most appropriate resolver group.
Investigation and detailed
diagnosis
The point at which a
member of the resolver group determines the likely resolution for
the incident and begins to work on the request.
Resolution
The
point at which the incident is classified as ‘resolved’,
and the reseller is informed. Each of these stages is further defined
below, together with our associated operational targets. All status
updates are logged within dsoGateway and communicated to the reseller
via an automated email interface.
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