incident & problem management by Valentyn Barmak

Size: px
Start display at page:

Download "incident & problem management by Valentyn Barmak"

Transcription

1

2 incident & problem management by Valentyn Barmak

3 Agenda 1. why? 2. overview 3. example

4 Agenda 1. why? 2. overview x2 3. example

5

6 incident unplanned interruption or a serious reduction in the service quality

7 why incident management?

8 why incident management? restore service asap

9 why incident management? restore service asap avoid unnecessary involvement

10 why incident management? restore service asap avoid unnecessary involvement avoid mistakes

11 how to manage incidents? identify really incident?

12

13 how to manage incidents? identify handle really incident? use defined procedure

14

15 how to manage incidents? identify handle close really incident? use defined procedure add incident record

16

17 EXAMPLE

18 The goal to minimize the amount and severity of incidents in live online games

19 We don t treat every bug an incident. Incident criteria was defined

20 Incident only when: game becomes unavailable identify

21 identify Incident only when: game becomes unavailable, or game revenue drops more than XXX

22 identify Incident only when: game becomes unavailable, or game revenue drops more than XXX, or severe issues with servers

23 identify Incident only when: game becomes unavailable, or game revenue drops more than XXX, or severe issues with servers, or it can't wait for next planned deployment

24 We don t panic when the incident occurs. We follow the process:

25 handle Elect a SWAT team

26 handle Elect a SWAT team Plan Communication

27 handle Elect a SWAT team Plan Communication Kick-off

28 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base

29 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base Create an IM chat group

30 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base Create an IM chat group Send notifications to stakeholders on every update

31 handle Elect a SWAT team Plan Communication Kick-off Check the Knowledge Base Create an IM chat group Send notifications to stakeholders on every update Follow defined policies and guidelines

32 We act smartly after the incident is resolved:

33 close prevent recurrences

34 close prevent recurrences update stakeholders

35 close prevent recurrences update stakeholders submit the Incident record

36 close prevent recurrences update stakeholders submit the Incident record update Knowledge Base if necessary

37 close prevent recurrences update stakeholders submit the Incident record update Knowledge Base if necessary propose process improvements

38 Outcomes resolved/workarounded incident updated incidents database

39 problem management

40 why problem management? recognize problems

41 why problem management? recognize problems permanent solutions

42 why problem management? recognize problems permanent solutions less emergencies

43 identify problems from incident records

44 identify problems from incident records submit problems

45 identify problems from incident records submit problems implement permanent solutions

46 identify problems from incident records submit problems implement permanent solutions also add problems directly

47 we ask questions:

48 we ask questions: could any of the incidents be prevented?

49 we ask questions: could any of the incidents be prevented? can we detect incident symptoms?

50 we ask questions: could any of the incidents be prevented? can we detect incident symptoms? are there any patterns?

51 we ask questions: could any of the incidents be prevented? can we detect incident symptoms? are there any patterns?

52 Summary the aim of incident management is to restore the service as quickly as possible, often through a workaround, rather than through trying to find a permanent solution which is the aim of problem management.

53 Appendices

54 incident management process IDENTIFICATION HANDLING CLOSURE Receive data regarding the incident and ensure it is full and clear Qualify issue as an Incident. DELIVERABLES Incident process is triggered Elect a SWAT team to fix the incident issue. Decide on a War Room for the Huddle. Huddle and lay down an Action Plan. Send out notification to all stakeholders. No one is allowed to disturb the SWAT team from work, while they actively investigate/resolve the Incident Huddle regularly to update the action plan. Send out updates to all stakeholders. If devops is necessary, follow the Emergency IT Support Policy. Follow Live Actions Guidelines After the incident has been solved, make sure to: Communicate the results to relevant stakeholders by sending mail following the 'Issue on Live' closure procedure as per the template. Take corrective actions to prevent issue from happening again. Create JIRA tickets where possible. Evaluate possible procedure updates that can be made in the teams in the pipeline. Submit Incident Login form. DELIVERABLES Resolved incident (possibly workarounded) Sent Incident report(s) to XXX DELIVERABLES Sent report to XXX Submitted related JIRA tickets Submitted Incident Login form

55 Incident detected IDENTIFICATION Action plan (five minutes huddle of the SWAT team in a war room) Send Create / Update JIRAs (contact OPS if necessary) HANDLING Fix (first QA, then Live) Add / Update Incident record (via Incident Login form) yes Resolved? no Open >3 days? no yes Send (keep one thread) Create JIRAs for fixing root cause or other related issues if possible CLOSURE Add / Update Incident record (via Incident Login form)

56 problem management process PROBLEM DETECTION PROBLEM LOGGING ROOT CAUSE IDENTIFICATION SOLUTION DEFINITION PRIORITISATION IMPLEMENTATION, CLOSURE ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES Define the problem Receive data regarding the problem from incident management Ensure the collected data is full and clear Define which teams or departments are affected Gather other data at the day of incident Analyze symptoms Analyze the data collected from various sources relating to the major incident Analyze historical data to see if there was such problem before DELIVERABLES Analyzed problem Updated incident record Create a new JIRA record or update the old one: Unique ID, timestamp Name of submitter Link associate problem records (with hierarchy if applicable) Link associate incident records Problem description Problem category Status Severity and Impact Responsible person, team Affected game Associate JIRA records History of all taken actions Workaround Permanent solution (if known already) DELIVERABLES Created/updated problem record Analyzed and updated incident data Problem investigation and diagnosis (requires tech experts) To conduct root cause analyses using various techniques if necessary: Make a sketch Draw Ishikawa (fishbone) diagram Kepner-Tregoe Flow diagrams etc. Determine workarounds Think of potential solutions Assess the problem and recommended actions to resolve the problem DELIVERABLES Updated problem record Root cause detected Workaround(s) identified Identify the team for solution development Determine possible resolutions Choose the best approach Make sure the solution can effectively prevent reoccurrence DELIVERABLES Updated problem record Other tasks in JIRA Updated incident records Defined resources that are necessary for implementation Identify the urgency and impact of this task Define a priority in the Problem management queue Identify responsible for the implementation Decide how this problem should be prioritized among other tasks of the team DELIVERABLES The task(s) has a priority The team leads are aware of the task and can plan it in their sprints Conduct activities to implement the fix to the problem Verify if the solution is appropriate and close problem record Submit a record to the Error Knowledge Base if applicable Share Lessons learned via if reasonable Ensure that all the associated incidents are closed with a proper fix or resolution DELIVERABLES Updated incident record Updated problem record Updated Known Errors Knowledge Base spreadsheet Lessons learned shared Report is sent

57 Choose the problem area Incident record(s) update Analyze related incident data (symptoms, relations, historical data) Request missing data (symptoms, relations, historical data) DETECTION & LOGGING Create new Problem Record /update existing (JIRA) Incident record(s) update Problem record update Problem record update Problem record update Identify root cause, workarounds Determine work for identified solutions (and choose implementation team) Prioritize ROOT CAUSE IDENTIFICATION & SOLUTION DEFINITION Known Errors update Incident record(s) update Problem record update Implement (by defined implementation team) Close (update knowledge base, submit lessons learned, send ) IMPLEMENTATION & CLOSURE

58 problem management process simplified Prepare Meeting Run Meeting Take Actions Who: Problem Manager Process summary: - to ensure the quality of the incident spreadsheet - to select follow-up s - to prefill the problem management spreadsheet Efforts: 3-5 mh When: no later than 3 days before the meeting Chairperson: Problem Manager Participants: PMs, APs, OPS representative Frequency: monthly Activities: - identify problems - prioritize & agree on actions - define responsible teams When: at the end of the month. In case of holidays or emergency moved to the next working day. Outcomes: Assigned tasks Who: particular person is responsible for every problem as defined in the meeting Process summary: - implement - verify - update all records Outcomes: Updated incident and problem records

59 thank you! ask for more: Valentyn Barmak

Complaint Handling Procedure and Escalation Policy

Complaint Handling Procedure and Escalation Policy Complaint Handling Procedure and Escalation Policy COPYRIGHT STATEMENT This document is the property of Nottingham Rehab Ltd. and may not, without our express written consent, be copied in whole or in

More information

Trend Micro Global Technical Support Guide for Business Customers

Trend Micro Global Technical Support Guide for Business Customers Trend Micro Global Technical Support Guide for Business Customers * Includes global regions except Japan, Greater China, Taiwan, Hong Kong and Korea Page 1 Contents Scope... 3 Common Trend Micro Support

More information

The 2017 State of IT Incident Management. Annual Report on Incidents, Tools & Processes

The 2017 State of IT Incident Management. Annual Report on Incidents, Tools & Processes The 2017 State of IT Incident Management Annual Report on Incidents, Tools & Processes Table of Contents 03 Executive Summary and Key Findings 04 Overview 05 IT Incidents Major IT Incidents a Real Area

More information

MAPP DIGITAL TECHNICAL SUPPORT MANUAL AND OPERATIONAL PROCEDURES

MAPP DIGITAL TECHNICAL SUPPORT MANUAL AND OPERATIONAL PROCEDURES This document replaces our previous Customer Service Support Guide and Technical Support policies MAPP DIGITAL TECHNICAL SUPPORT MANUAL AND OPERATIONAL PROCEDURES This document presents how the Mapp Digital

More information

Incident Workflow (ITIL v2 [reeds knipoog naar v3])

Incident Workflow (ITIL v2 [reeds knipoog naar v3]) Incident Workflow (ITIL v2 [reeds knipoog naar v3]) 1. Incident Identification and Incident Logging Incidents can be any failure or interruption to an IT service or a Configuration Item/Asset. These can

More information

PK0-003 Q&As. Project+ (2009) Pass CompTIA PK0-003 Exam with 100% Guarantee. Free Download Real Questions & Answers PDF and VCE file from:

PK0-003 Q&As. Project+ (2009) Pass CompTIA PK0-003 Exam with 100% Guarantee. Free Download Real Questions & Answers PDF and VCE file from: PK0-003 Q&As Project+ (2009) Pass CompTIA PK0-003 Exam with 100% Guarantee Free Download Real Questions & Answers PDF and VCE file from: 100% Passing Guarantee 100% Money Back Assurance Following Questions

More information

Problem Management MANDATORY CRITERIA

Problem Management MANDATORY CRITERIA MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, and closure of Problem records? Comments: Yes. The tool provides two (2) methods in which to create a problem record. The record

More information

ITSM Training for Field Service

ITSM Training for Field Service itsm@harvard.edu May 2013 ITSM Training for Field Service Incident & Request Management with ServiceNow (ServiceNow Training for Field Service Version 1) Agenda Introduction Identifying & Logging Categorizing

More information

ERP/CRM System Implementation Methodology

ERP/CRM System Implementation Methodology ERP/CRM System Implementation Methodology Prepared by Admiral Consulting Group Date Submitted May 27, 2016 TABLE OF CONTENTS Implementation Methodology... 3 1.1. Analysis (Solution Envisioning) Phase...

More information

This document outlines the steps to follow when a Problem Coordinator is assigned a problem ticket. The objectives of this document are to:

This document outlines the steps to follow when a Problem Coordinator is assigned a problem ticket. The objectives of this document are to: 3) Validate Problem Ticket Purpose: This document outlines the steps to follow when a Problem Coordinator is assigned a problem ticket. The objectives of this document are to: Allow the Problem Coordinator

More information

Polycom Global Services

Polycom Global Services SUPPORT SERVICES OVERVIEW Polycom Global Services Support Services Polycom Global Services wants to help you select the best support option for your needs. We understand your decision will be based on

More information

Introduction...4. Purpose...4 Scope...4 Manitoba ehealth Incident Management...4 Icons...4

Introduction...4. Purpose...4 Scope...4 Manitoba ehealth Incident Management...4 Icons...4 Remedy Incident Management Version 3.2 Modified: 08/24/2017 TABLE OF CONTENTS Introduction...4 Purpose...4 Scope...4 Manitoba ehealth Incident Management...4 Icons...4 Incident Stages Overview...5 Identification

More information

Incident Response Lessons From the Front Lines. Session 276, March 8, 2018 Nolan Garrett, CISO, Children s Hospital Los Angeles

Incident Response Lessons From the Front Lines. Session 276, March 8, 2018 Nolan Garrett, CISO, Children s Hospital Los Angeles Incident Response Lessons From the Front Lines Session 276, March 8, 2018 Nolan Garrett, CISO, Children s Hospital Los Angeles 1 Conflict of Interest Nolan Garrett Has no real or apparent conflicts of

More information

STANDARD (PAY AS YOU GO) PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT

STANDARD (PAY AS YOU GO) PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT Standard Service Level Agreement STANDARD (PAY AS YOU GO) & PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT Prepared and effective as of Monday, 5th September 2016 By Daniel Herr Director of Tech Help

More information

UC Health Managed Services Federated Process for Incidents, Requests & Changes

UC Health Managed Services Federated Process for Incidents, Requests & Changes UC Health Managed Services Federated Process for Incidents, Requests & Changes UCSF IT Service Management Office http://itsm.ucsf.edu / v1.4 UCSF Service Management Office Content: Federated Model Key

More information

Guidance for IT staff on priorities to be used when logging incidents.

Guidance for IT staff on priorities to be used when logging incidents. Information Technology IT Incident Criteria Guidance for IT staff on priorities to be used when logging incidents. Version Control... 2 Introduction... 3 Definitions (ITIL)... 3 Response time... 3 Resolution

More information

Service Description: CNS Federal High Touch Technical Support

Service Description: CNS Federal High Touch Technical Support Page 1 of 1 Service Description: CNS Federal High Touch Technical Support This service description ( Service Description ) describes Cisco s Federal High Touch Technical support (CNS-HTTS), a tier 2 in

More information

HARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL

HARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL HARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL User Guide Name Amendment Version Reviewed by. Approved by. Lisa Whimperley Initial document Peter Kane Peter Kane creation. 31/10/2017 The Hartree Centre

More information

EX0-101_ITIL V3. Number: Passing Score: 800 Time Limit: 120 min File Version: 1.0. Exin EX0-101

EX0-101_ITIL V3.  Number: Passing Score: 800 Time Limit: 120 min File Version: 1.0. Exin EX0-101 EX0-101_ITIL V3 Number: 000-000 Passing Score: 800 Time Limit: 120 min File Version: 1.0 http://www.gratisexam.com/ Exin EX0-101 ITIL Foundation V 3.0 & ITIL Foundation Version: 8.0 Exin EX0-101 Exam Topic

More information

Welcome to Hitachi Vantara Customer Support for Pentaho

Welcome to Hitachi Vantara Customer Support for Pentaho Welcome to Hitachi Vantara Customer Support for Pentaho This page intentionally left blank. Contents Getting Started with the Customer Portal... 1 Knowledge Base for Pentaho... 2 Hitachi Vantara Technical

More information

Magento Enterprise Edition Customer Support Guide

Magento Enterprise Edition Customer Support Guide Magento Enterprise Edition Customer Support Guide April 2017 magento.com/support 2017 Magento, Inc. All rights reserved. Thank You for using Magento Enterprise Edition Customer support is a vital part

More information

SfB, audio dial-in via PSTN, and recording access are included as part of the Microsoft SfB infrastructure.

SfB, audio dial-in via PSTN, and recording access are included as part of the Microsoft SfB infrastructure. SERVICE DESCRIPTION RealConnect for Office 365 On-Line and On-Premises This Service Description describes the Polycom RealConnect for Office 365 ( RCO365 ), on-line ( SFBO ) and on-premises ( SFBS ) Customer

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Service Description of Advanced Services: Focused Technical Support and Network Optimization Support

Service Description of Advanced Services: Focused Technical Support and Network Optimization Support Back to Table of Contents Service Description of Advanced Services: Focused Technical Support and Network Optimization Support This document describes Focused Technical Support (FTS) and Network Optimization

More information

FRCC Disturbance Reporting Processes and Procedures

FRCC Disturbance Reporting Processes and Procedures Page 1 of 13 FRCC Disturbance Reporting Processes and FRCC RE OP 001-3.2 Effective Date: September 29, 2016 Version: 3.2 3000 Bayport Drive, Suite 600 Tampa, Florida 33607-8410 (813) 289-5644 - Phone (813)

More information

IBM Resilient Incident Response Platform On Cloud

IBM Resilient Incident Response Platform On Cloud Service Description IBM Resilient Incident Response Platform On Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the contracting party and its authorized

More information

Service Description: Software Support

Service Description: Software Support Page 1 of 1 Service Description: Software Support This document describes the service offers under Cisco Software Support. This includes Software Support Service (SWSS), Software Support Basic, Software

More information

How To: Chat and Q&A During Meetings

How To: Chat and Q&A During Meetings How To: Chat and Q&A During Meetings You can communicate with other attendees while a meeting is in progress, using a Chat pod. If you have a question and do not want to disturb the meeting flow, or if

More information

US Customer Support Handbook

US Customer Support Handbook Prepared by: Prepared for: Mona Evans, Suzette McLane US Support Team Date: April 2012 Version: 1.4 Construction Industry Solutions Corp 6 Airport Park Blvd. Latham, NY 12110 2012 Construction Industry

More information

13 Operational and Security Incident management. IT Governance CEN 667

13 Operational and Security Incident management. IT Governance CEN 667 13 Operational and Security Incident management IT Governance CEN 667 1 Project proposal (week 4) Goal of the projects are to find applicable measurement and metric methods to improve processes: For 27000

More information

Genesys Care. My Support Information Guide for PureEngage Cloud. Updated February 2018

Genesys Care. My Support Information Guide for PureEngage Cloud. Updated February 2018 Genesys Care My Support Information Guide for PureEngage Cloud Updated February 2018 Table of Contents Page About the Information Guide 3 Quick Tips: What to do 4 My Support Login 5-6 Request a My Support

More information

Page 1 of 8 ATTACHMENT H

Page 1 of 8 ATTACHMENT H Page 1 of 8 This is Attachment A (Statement of Work Definitions) to the Agreement between the County of Orange, CA ( County ) and Vendor. In the event of a conflict between the definitions set forth in

More information

Customer portal manual

Customer portal manual Content This short manual will guide you through registering a new user on the customer portal, as well as managing your cases or the cases of your company. The link to the customer portal: https://customer.orbid.be

More information

Six Weeks to Security Operations The AMP Story. Mike Byrne Cyber Security AMP

Six Weeks to Security Operations The AMP Story. Mike Byrne Cyber Security AMP Six Weeks to Security Operations The AMP Story Mike Byrne Cyber Security AMP 1 Agenda Introductions The AMP Security Operations Story Lessons Learned 2 Speaker Introduction NAME: Mike Byrne TITLE: Consultant

More information

Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity?

Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity? ITIL Foundation mock exam 3 1. Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity? A) The Asset Register B) The Service Knowledge

More information

Areas of impact for client consideration taken from the Rules for achieving and maintaining IATF recognition 4 th Edition for ISO/TS 16949

Areas of impact for client consideration taken from the Rules for achieving and maintaining IATF recognition 4 th Edition for ISO/TS 16949 Areas of for client consideration taken from the Rules for achieving and maintaining IATF recognition 4 th Edition for ISO/TS 16949 1 st February 2014 1 Foreword Introduction The IATF recognizes certification

More information

HPE Energy Efficiency Certification Service

HPE Energy Efficiency Certification Service Data sheet HPE Energy Efficiency Certification Service HPE Technology Consulting As power consumption and heat generation in the data center increase due to information explosion, big data, e-commerce,

More information

A s c e r t i a S u p p o r t S e r v i c e s G u i d e

A s c e r t i a S u p p o r t S e r v i c e s G u i d e A s c e r t i a S u p p o r t S e r v i c e s G u i d e A S C E R T I A LTD J A N U A R Y 2 0 1 7 D O C U M E N T V E R S I O N - 5.1 Copyright Ascertia Ltd, 2017 Commercial-in-Confidence 1 Ascertia Support

More information

FACTORYTALK PRODUCTIONCENTRE SUPPORT POLICY GUIDEBOOK. Copyright 2007 Rockwell Automation, Inc. All rights reserved.

FACTORYTALK PRODUCTIONCENTRE SUPPORT POLICY GUIDEBOOK. Copyright 2007 Rockwell Automation, Inc. All rights reserved. FACTORYTALK PRODUCTIONCENTRE SUPPORT POLICY GUIDEBOOK Copyright 2007 Rockwell Automation, Inc. All rights reserved. 2 Technical Support Programs Each of our Support Programs includes application, developer

More information

Contact Management. User Guide. Shipper Edition. Version Approved - 1st August

Contact Management. User Guide. Shipper Edition. Version Approved - 1st August Contact Management User Guide Shipper Edition 1 Contents Page 1. Introduction 2. Log onto Contact Management 2.1 Log onto the Contact Management system 2.2 Contact Management Services Page 2.3 Contact

More information

Sample Exam Syllabus

Sample Exam Syllabus ISTQB Foundation Level 2011 Syllabus Version 2.9 Release Date: December 16th, 2017. Version.2.9 Page 1 of 46 Dec 16th, 2017 Copyright 2017 (hereinafter called ISTQB ). All rights reserved. The authors

More information

Runway Safety Teams (RSTs) Description and Processes. Session 5 Presentation 1

Runway Safety Teams (RSTs) Description and Processes. Session 5 Presentation 1 Runway Safety Teams (RSTs) Description and Processes Session 5 Presentation 1 A framework for RSTs Establishing an RST Membership Terms of reference Work programme (schedule, agenda, venue, etc) Support

More information

SOP Unplanned Outages/Major Incidents

SOP Unplanned Outages/Major Incidents Table of Contents Definitions... 2 Incident... 2 Declaring... 2 Incident Levels... 3 Priority 1... 3 Priority 2... 3 Priority 3... 3 Priority 4... 3 Mission Critical Services... 3 Authentication... 3 Computer

More information

Connect Support Request Guide

Connect Support Request Guide Connect Support Request Guide Version 2.0 January 2016 TABLE OF CONTENTS INTRODUCTION... 3 SECTION ONE CHANNELS FOR SUBMITTING CONNECT SERVICE REQUESTS... 5 Channels for all Connect Users... 5 Recommended

More information

Service-now training For IT-UDS group

Service-now training For IT-UDS group Service-now training for UDS Service-now training For IT-UDS group Belinda Chan, Nicole Crémel Service-Now UDS training [Jan 2011] - 1 Agenda Improving Service Management CERN Service Catalogue UDS services

More information

RemedyForce Self Service Portal. A Guide for Customers

RemedyForce Self Service Portal. A Guide for Customers RemedyForce Self Service Portal A Guide for Customers Page 1 of 11 Welcome to the new Tribal Remedy Self Service Portal. RemedyForce is an IT Service Management (ITSM) offering that supports ITIL best

More information

ecms Processes and Procedures Contractor Users Update August 2017 Prepared by CACI International, Inc.

ecms Processes and Procedures Contractor Users Update August 2017 Prepared by CACI International, Inc. ecms Processes and Procedures Contractor Users Update August 2017 Prepared by CACI International, Inc. Cover Photo 140806-N-PA772-001 JACKSONVILLE, Fla. (Aug. 6, 2014) U.S. Navy photo by Earl Bittner/Released

More information

Project Management Certification

Project Management Certification Project Management Certification PM Certification Project Management Practice June 2015 Four Certification Levels in Project Management If you love your craft, then challenge yourself every day to improve

More information

Registration Data Incident Management Policy

Registration Data Incident Management Policy Registration Data Incident Management Policy Author: DCC Operational Policy Draft Version 1 Date: 1 st May 2014 Page 1 of 23 Contents 1 Document History 4 1.1 Document Location 4 1.2 Review Dates 4 1.3

More information

Requirement Engineering within an Agile Environment BY KEJI GIWA. Digital Bananas Technology

Requirement Engineering within an Agile Environment BY KEJI GIWA. Digital Bananas Technology Requirement Engineering within an Agile Environment BY KEJI GIWA HLR Workshop Requirement Catalogue Product Planning Sprint Planning Meeting Keyscreens Use Case / Epic Stories Implement Wireframes DBT

More information

Service Level Agreement (SLA) for The Texas State University System Office

Service Level Agreement (SLA) for The Texas State University System Office Service Level Agreement (SLA) for The Texas State University System Office By Technology Resources Texas State University San Marcos Effective Date: January 01, 2008 Version Version Date Revision / Description

More information

Cyber Transformation at CNS Pantex & Y-12

Cyber Transformation at CNS Pantex & Y-12 Cyber Transformation at CNS Pantex & Y-12 v Craig D. Thomas Craig.D.Thomas@cns.doe.gov @CUCraigT Director, Chief Information Security Officer 1 Agenda About Me Goals & Approach Lessons Learned Q&A 2 About

More information

Managed Security Services Premises Premium Service Level Agreement

Managed Security Services Premises Premium Service Level Agreement Managed Security Services Premises Premium Service Level Agreement 1. Key Performance Indicators. This SLA defines the service metrics for which Customer has the right to receive credits (Service Credits)

More information

Cisco ServiceGrid Deployment Service Ecosystem Builder Initial B2B Connection (ASF-SGA-EB-IC)

Cisco ServiceGrid Deployment Service Ecosystem Builder Initial B2B Connection (ASF-SGA-EB-IC) Page 1 of 1 Service Description: Advanced Services Fixed Price Cisco ServiceGrid Deployment Service Ecosystem Builder Initial B2B Connection (ASF-SGA-EB-IC) This document describes Advanced Services Fixed

More information

United States Energy Association Energy Technology and Governance Program REQUEST FOR PROPOSALS

United States Energy Association Energy Technology and Governance Program REQUEST FOR PROPOSALS United States Energy Association Energy Technology and Governance Program REQUEST FOR PROPOSALS UTILITY CYBER SECURITY INITIATIVE (UCSI) CYBERSECURITY CAPABILITY MATURITY MODEL (C2M2) ASSESSMENT FOR THE

More information

UCSF E ENTERPRISE INCIDENT T MANAGEMENT PROCESS

UCSF E ENTERPRISE INCIDENT T MANAGEMENT PROCESS University of California San Francisco UCSF ENTERPRISE INCIDENT MANAGEMENT PROCESS VERSION 1. 4, REV. April 11, 2014 Document Version Control Document Name Process Owner Process Peter Stampfer Version

More information

Use Guide STANDARD JIRA CLIENT. (Practical Case)

Use Guide STANDARD JIRA CLIENT. (Practical Case) Use Guide STANDARD JIRA CLIENT (Practical Case) Version 3.0 Madrid, July 2018 1 OBJECTIVE 4 2 BASIC STANDARD SOLUTION 4 2.1 User Profiles 4 2.2 Types of issue 2.2.1 Functional Support 2.2.2 Corrective

More information

QUALNET CLAIM USER GUIDE MAY Warranty Policy, appendix 2 : Claim registration in Qualnet for Montluel factory product

QUALNET CLAIM USER GUIDE MAY Warranty Policy, appendix 2 : Claim registration in Qualnet for Montluel factory product QUALNET CLAIM USER GUIDE MAY 2017 Warranty Policy, appendix 2 : Claim registration in Qualnet for Montluel factory product Access and Internet explorer version compatibility - Qualnet Access : - http://cfrmoa0e.eu.carrier.utc.com/redirect_qualnetv2016.asp

More information

evm for Windows Technical Support Policies and Procedures

evm for Windows Technical Support Policies and Procedures evm for Windows Technical Support Policies and Table of Contents Introduction... 2 Policies and Scope of Support... 3 Scope of Technical Support... 3 Technical Support... 3 Registered Users... 3 Access

More information

VIDYO CLOUD SERVICES SERVICE AND SUPPORT POLICY FOR VIDYOCLOUD SERVICES - STANDARD

VIDYO CLOUD SERVICES SERVICE AND SUPPORT POLICY FOR VIDYOCLOUD SERVICES - STANDARD VIDYO CLOUD SERVICES SERVICE AND SUPPORT POLICY FOR VIDYOCLOUD SERVICES - STANDARD September 2016 revision16s13nc The purpose of this document is to describe Vidyo s service and support policies for VidyoCloud

More information

Data Quality Assessment Tool for health and social care. October 2018

Data Quality Assessment Tool for health and social care. October 2018 Data Quality Assessment Tool for health and social care October 2018 Introduction This interactive data quality assessment tool has been developed to meet the needs of a broad range of health and social

More information

Acuant. Support Portal Guide

Acuant. Support Portal Guide Acuant Support Portal Guide Last updated on - 04/12/2018 1 Contents INTRODUCTION... 3 NEW USER... 3 Acuant Support Portal Log-in Page... 3 Register New User... 4 EMAIL CONFIRMATION... 5 YOUR PROFILE...

More information

IBM Managed Security Services for Network Intrusion Detection and Intrusion Prevention Systems - Standard

IBM Managed Security Services for Network Intrusion Detection and Intrusion Prevention Systems - Standard IBM Managed Security Services for Network Intrusion Detection and Intrusion Prevention Systems - Standard NO-7805-05-ENG 2010-03 (INTC-7805-05 10-2009)Page 1 of 27 Table of Contents 1. Scope of Services...4

More information

Standard EOP Disturbance Reporting

Standard EOP Disturbance Reporting A. Introduction 1. Title: Disturbance Reporting 2. Number: EOP-004-1 3. Purpose: Disturbances or unusual occurrences that jeopardize the operation of the Bulk Electric System, or result in system equipment

More information

2012 Microsoft Corporation. All rights reserved. Microsoft, Active Directory, Excel, Lync, Outlook, SharePoint, Silverlight, SQL Server, Windows,

2012 Microsoft Corporation. All rights reserved. Microsoft, Active Directory, Excel, Lync, Outlook, SharePoint, Silverlight, SQL Server, Windows, 2012 Microsoft Corporation. All rights reserved. Microsoft, Active Directory, Excel, Lync, Outlook, SharePoint, Silverlight, SQL Server, Windows, Windows Server, and other product names are or may be registered

More information

SERVICE EXCELLENCE PROGRAM. Release Management Quick Reference Guide for users of ServiceNow. November 2013 THIS GUIDE BELONGS TO:

SERVICE EXCELLENCE PROGRAM. Release Management Quick Reference Guide for users of ServiceNow. November 2013 THIS GUIDE BELONGS TO: SERVICE EXCELLENCE PROGRAM Release Management Quick Reference Guide for users of ServiceNow November 2013 THIS GUIDE BELONGS TO: TABLE OF CONTENTS TABLE OF CONTENTS... 1 KEY RELEASE MANAGEMENT POLICIES

More information

Reliability Standard Audit Worksheet 1

Reliability Standard Audit Worksheet 1 Reliability Standard Audit Worksheet 1 PRC-004-3 Protection System Misoperation Identification and Correction This section to be completed by the Compliance Enforcement Authority. Audit ID: Registered

More information

IBM Resilient Incident Response Platform On Cloud

IBM Resilient Incident Response Platform On Cloud Service Description IBM Resilient Incident Response Platform On Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and

More information

Managed Security Services - Endpoint Managed Security on Cloud

Managed Security Services - Endpoint Managed Security on Cloud Services Description Managed Security Services - Endpoint Managed Security on Cloud The services described herein are governed by the terms and conditions of the agreement specified in the Order Document

More information

BPS Suite and the OCEG Capability Model. Mapping the OCEG Capability Model to the BPS Suite s product capability.

BPS Suite and the OCEG Capability Model. Mapping the OCEG Capability Model to the BPS Suite s product capability. BPS Suite and the OCEG Capability Model Mapping the OCEG Capability Model to the BPS Suite s product capability. BPS Contents Introduction... 2 GRC activities... 2 BPS and the Capability Model for GRC...

More information

Business Continuity and Disaster Recovery

Business Continuity and Disaster Recovery Business Continuity and Disaster Recovery Index Section Title 1. Executive Summary 2. Policy Statement 3. Strategy 4. Governance 5. Key Documentation 6. Testing 1 Executive Summary Business Continuity

More information

SAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. 2.2 Standard Service Features APPENDIX 2

SAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. 2.2 Standard Service Features APPENDIX 2 APPENDIX 2 SAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the Safecom SecureWeb Custom service. If you require more detailed technical information,

More information

Help Desk System Process. Document Control. TS&H - Help Desk System Process. This article provides the workflow for the help desk system process.

Help Desk System Process. Document Control. TS&H - Help Desk System Process. This article provides the workflow for the help desk system process. Help Desk System Process Document Control Title: Purpose TS&H - Help Desk System Process This article provides the workflow for the help desk system process. Date: Tuesday, 15 November 2016 Author: Control:

More information

Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited.

Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise

More information

Service catalog: Showcase your IT servcies

Service catalog: Showcase your IT servcies Q: Is it possible to have the template called New Incident for both requesters and technicians? Currently for requesters it is called New Issue. A: Only in the professional edition of ServiceDesk Plus

More information

RHM Client Support Plan

RHM Client Support Plan RHM Client Support Plan Issue 1 February 2017 Quick Contact Reference: We want to make contacting RHM as easy as possible for our customers therefore you may get your message across via a-few different

More information

Grid Services Security Vulnerability and Risk Analysis

Grid Services Security Vulnerability and Risk Analysis Grid Services Security Vulnerability and Risk Analysis Dr Linda Cornwall RAL www.eu-egee.org EGEE and glite are registered trademarks Contents Why we setup the Grid Security Vulnerability Group Starting

More information

TELUS Cloud Contact Centre (TC3) Customer Care Guide

TELUS Cloud Contact Centre (TC3) Customer Care Guide Customer Care Guide May 2018 Table of Contents... 1 INTRODUCTION... 3 CONTACTING TELUS... 4 Reporting Technical Service Issues... 4 Repair Ticket Severity Levels and Response Target... 5 Requesting Moves/Adds/Changes

More information

(Office 365) Service Level Expectation

(Office 365) Service Level Expectation Email SLE Service Overview... 2 Service Features... 2 Service Warranty... 3 Support Model... 3 Support Hours and Initial Response Times... 4 Support Request Resolution Targets... 5 Service Request Fulfillment

More information

MSA Enterprise 1. GENERAL TERMS AND CONDITIONS

MSA Enterprise 1. GENERAL TERMS AND CONDITIONS 1 1. GENERAL TERMS AND CONDITIONS Herein is given a list of technical support cases, in relation to which Kaspersky Lab will provide assistance to the owner of this Extended Technical Support Certificate

More information

Information Technology Procedure IT 3.4 IT Configuration Management

Information Technology Procedure IT 3.4 IT Configuration Management Information Technology Procedure IT Configuration Management Contents Purpose and Scope... 1 Responsibilities... 1 Procedure... 1 Identify and Record Configuration... 2 Document Planned Changes... 3 Evaluating

More information

ITSM20F_Umang. Number: ITSM20F Passing Score: 800 Time Limit: 120 min File Version: 4.0. Exin ITSM20F

ITSM20F_Umang.   Number: ITSM20F Passing Score: 800 Time Limit: 120 min File Version: 4.0. Exin ITSM20F ITSM20F_Umang Number: ITSM20F Passing Score: 800 Time Limit: 120 min File Version: 4.0 http://www.gratisexam.com/ Exin ITSM20F IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Version:

More information

Revision History Revision (Rev) Date of Rev Owner Summary of Changes Section I. (alpha); Incident Closure Canceling Incidents

Revision History Revision (Rev) Date of Rev Owner Summary of Changes Section I. (alpha); Incident Closure Canceling Incidents University of Central Florida Information Technology (UCF IT) Title: Effective: 12/15/2016 UCF IT Incident Management Policy & Procedure Revised: 07/13/2018 Approved By: Michael Sink, Associate VP & COO,

More information

Advanced IT Risk, Security management and Cybercrime Prevention

Advanced IT Risk, Security management and Cybercrime Prevention Advanced IT Risk, Security management and Cybercrime Prevention Course Goal and Objectives Information technology has created a new category of criminality, as cybercrime offers hackers and other tech-savvy

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

M I N S LITTLE BLACK BOOK OF JIRA SERVICE DESK ESSENTIALS

M I N S LITTLE BLACK BOOK OF JIRA SERVICE DESK ESSENTIALS 10 M I N S LITTLE BLACK BOOK OF JIRA SERVICE DESK ESSENTIALS THE ESSENTIALS OF JIRA SERVICE DESK IN 10 MINUTES Take a 10 minute break from your keyboard and we ll give you a run down of JIRA Service Desk

More information

How method-based problem diagnosis can cut downtime by 97%

How method-based problem diagnosis can cut downtime by 97% How method-based problem diagnosis can cut downtime by 97% Presented by: Paul Offord Development Director, Advance7 Chairman of the itsmf Problem Management SIG www.advance7.com Routing of Problems Grey

More information

SEGUE DISCOVERY PARTICIPATION IN DISCOVERY DISCOVERY DELIVERABLES. Discovery

SEGUE DISCOVERY PARTICIPATION IN DISCOVERY DISCOVERY DELIVERABLES.   Discovery SEGUE DISCOVERY An initial engagement with Segue begins with a Phase where our experienced team works directly with our customer to define the vision, scope, and high-level requirements for the project.

More information

Click the link and follow the simple instructions. Choose a password and you re all set!

Click the link and follow the simple instructions. Choose a password and you re all set! Welcome to 501tech! Please keep a eye out for a email that will request that you verify your account. Below are screenshots of what that email will look like. You will need to finish the setup in order

More information

Customer Portal User Guide

Customer Portal User Guide Customer Portal User Guide COPYRIGHT NOTICE ViaWest Customer Portal User Guide is published and copyrighted 2012 by ViaWest Inc. All rights reserved. No part of this manual may be reproduced in any form,

More information

MSA Business 1. GENERAL TERMS AND CONDITIONS

MSA Business 1. GENERAL TERMS AND CONDITIONS 1 1. GENERAL TERMS AND CONDITIONS Herein is given a list of technical support cases, in relation to which Kaspersky Lab will provide assistance to the owner of this Extended Technical Support Certificate

More information

How can you get help? Ticketing system: Service-Now. SMB-SMS Group

How can you get help? Ticketing system: Service-Now. SMB-SMS Group How can you get help? CERN Service Portal CERN Service Desk Ticketing system: Service-Now SMB-SMS Group Agenda Concepts and processes CERN Service Portal CERN Service Desk Track your issues Your feedback

More information

Service Description: Software Support

Service Description: Software Support Page 1 of 6 Service Description: Software Support This document describes the service offers under Cisco Software Support. This includes Software Support Service (SWSS), Software Support Basic, Software

More information

6 Tips to Help You Improve Configuration Management. by Stuart Rance

6 Tips to Help You Improve Configuration Management. by Stuart Rance 6 Tips to Help You Improve Configuration Management by Stuart Rance Introduction Configuration management provides information about what assets you own, how they are configured, and how they are connected

More information

Model Curriculum Aerospace Software Testing Engineer

Model Curriculum Aerospace Software Testing Engineer Model Curriculum Aerospace Software Testing Engineer SECTOR: AEROSPACE AND AVIATION SUB-SECTOR: DESIGN AND DEVELOPMENT OCCUPATION: AEROSPACE TESTING, VERIFICATION AND VALIDATION REF ID: AAS/Q3207, V1.0

More information

Juniper Care Plus. 1. Introduction. Contents. 2. Eligibility and Prerequisites. Service Description

Juniper Care Plus. 1. Introduction. Contents. 2. Eligibility and Prerequisites. Service Description Juniper Care Plus Contents 1. Introduction...1 2. Eligibility and Purchasing....1 3. Service Features and Deliverable Description...2 4. End-User Responsibilities..6 5. Availability....7 6. Scope...7 7.

More information

WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER

WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER 2 Demand Management Demand management: The process used to make investmentrelated decisions across the enterprise. Pattern Pattern of of Business Activity

More information

Learning Series. Volume 8: Service Design and Business Processes

Learning Series. Volume 8: Service Design and Business Processes Learning Series Volume 8: Service Design and Business Processes NOTICES ServicePRO Learning Series Edition November 2014 HelpSTAR and ServicePRO are registered trademarks of Help Desk Technology International

More information

Getting Started with Jira Service Desk - An ITSM guide for small and medium enterprises

Getting Started with Jira Service Desk - An ITSM guide for small and medium enterprises Getting Started with Jira Service Desk - An ITSM guide for small and medium enterprises "Getting Jira Service Desk up and running was trickier than we expected, so we reached out to the experts at Praecipio

More information

THE EMERGING PRODUCT SECURITY LEADER DISCIPLINE

THE EMERGING PRODUCT SECURITY LEADER DISCIPLINE SESSION ID: DEV-F02 THE EMERGING PRODUCT SECURITY LEADER DISCIPLINE Matt Clapham Principal Product Security Leader GE Digital (Healthcare) @ProdSec Agenda What is product security What is a product security

More information