Incident Management

Incident Management ISD Division Office of State Finance

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

Contents Office of State Finance Purpose of Incident Management

1 2 3 Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. 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.” Underlying “root-cause.” Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates “work-arounds.” Terms (Service Operations) Incident Problem Service Request ITIL Training

Incident Guidelines Office of State Finance

Incident Prioritization Office of State Finance Before an incident can be prioritized, the impact and severity must be assessed.

Incident Service Level Targets 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

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

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

Purpose of Escalation Process Office of State Finance

Concept Office of State Finance 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

Guidelines Office of State Finance Critical starting point! Log the case with as much detail as is available.

Escalation Notifications Office of State Finance

Notifications - 2-Medium Office of State Finance

Notifications – High Office of State Finance

Notifications – 1-High Office of State Finance

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!

Contents Office of State Finance Policy

Incident Policy Office of State Finance

Incident Management