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

Transcription

1 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 to become familiar with the problem ticket assigned to them Provide a final verification on whether or not the problem investigation should continue Validate and update the ticket details prior to assigning the problem ticket to a support team Scope: Problem tickets in scope are tickets that: a. Have coordinators who are part of the Service Alberta Corporate Incident and Problem Management team b. Relate to infrastructure components that are managed by GoA Domain support teams Business Rules: No business rules specific to this document Terms of Reference: Problem Coordinator: The person responsible for managing the problem ticket through the process. Major Incident: A Priority 1 / Critical or Priority 2 / High incident recorded within ITSM GoA Domain: The IT infrastructure and applications supported as part of the service provided to from the Information Technology Service Catalogue. Root Cause Analysis (RCA): A method of identifying the primary reason an incident occurred Problem Ticket: The ticket used to track the activities in determining the root cause. Known Error: A documented issue with the supported IT environment 3) Validate Ticket V2a.Docx Page 1 of 7

2 Procedure / Work Instruction: Flow Chart: Double click to expand Visio version of the flow chart: 6.3) Validate Ticket.vsdx 3) Validate Ticket V2a.Docx Page 2 of 7

3 1) Work Instructions Note: Icons such as open the document for more details. indicate an embedded object. Double click on the icon to Step 1. Work Detail Entry 1) Update work detail acknowledging acceptance as Problem Coordinator 2. Review Originating Details 1) Items to check include: a. Original request to create problem ticket b. Original incident that triggered the problem investigation c. Take note if this was created by the Major Incident Review or at the request of an individual 3. Review / Update Notes Field 1) Ensure notes field captures the following: a. Was this created by the Major Incident Review process or by request i. If by request, the name of the requester b. Clear identification of what the problem investigation is to accomplish 4. Created by Major Incident Review If the problem ticket was created by the Major Incident Review process, proceed to Step 5. Review / Update Problem Priority. Otherwise, proceed to Step 7, Search for Existing Problem. 5. Validate Problem Ticket Based on the information reviewed, is this a valid problem ticket? Items to consider: Is the impact of the initiating incident less than originally identified? Was root cause identified in the original incident, but overlooked in the initial review? Is the root cause investigation under the control of the GoA Domain support teams? Is this a technical or process issue? 6. Valid Ticket? If this is a valid ticket, proceed to step 7, otherwise proceed to step 13 3) Validate Ticket V2a.Docx Page 3 of 7

4 Step 7. Review / Update Problem Priority Identify Impact and Urgency Impact: is based on the impact of the incident if there is a reoccurrence of the outage. Follow the same guidelines as are used for impact on an Incident 8. Review / Update other Problem Key information Urgency: is based on how soon the outage will reoccur. Low: Greater than 3 months Medium: Within 3 months High: Within 1 month Critical: within 1 week Target Date: 2 weeks from date created. (This is the initial target completion date. The assigned team will update it once they have accepted and reviewed the ticket) Service: Select an appropriate service based on the notes field. Service is the service impacted from a business perspective Investigation Driver: High Impact Incident Created from Major Incident Recurring Incident Created due to a pattern of incidents. Identified by user or support team Non-Routine Incident Single incident. Requested by user or support team. If requested by single user, validate with the ministry Business Relationship Manager Other Select Other if none of the other drivers are applicable. Validate with the corporate problem manager Summary: RCA for Outage. For example: RCA of Internet Unavailability of October 15/2016 Status: Under Review 3) Validate Ticket V2a.Docx Page 4 of 7

5 Step 9. Search for Existing Problem Ticket In the Quick Action menu click on the drop down menu next to Create Relationship to and select Problem Investigation Search for potentially related problems and relate the incident to the best fit if one or more problems are found 10. Search for Existing Known Error Ticket(s) Search for Existing Problems.pptx If there is not an appropriate match proceed to step 10. In the Quick Action menu click on the drop down menu next to Create Relationship to and select Known Error Search for potentially related Known Error and relate the incident to the best fit if one or more Known Errors are found Search for Existing Known Error.pptx 11. Existing Ticket? If an existing Problem or Known error ticket was found proceed to step 12. Otherwise, proceed to step Update Problem Ticket Notify requester that the ticket is being cancelled because there is an existing ticket Add work detail entry indicating this ticket is related to an existing ticket and include ticket number Update Resolution indicating this ticket is related to an existing ticket and include ticket number Move Status to Cancelled Update Status Reason to Duplicate Investigation 3) Validate Ticket V2a.Docx Page 5 of 7

6 Step 13. Cancel Problem Ticket Notify requester that the ticket is being cancelled an reason for cancelation Add work detail entry indicating this ticket is cancelled and include reason for cancelation Update Resolution indicating this ticket is cancelled and include reason for cancelation Move Status to Cancelled Update Status Reason to a blank entry 3) Validate Ticket V2a.Docx Page 6 of 7

7 Document Review Version 1.0 Effective Date Last Revised Ad Hoc Review Document Owner Annual Review Updated Change # Prepared by Name Steve Lane Name Leonard Blakey Role Director Service Operations Role Corporate Problem Manager Document Location Document Sensitivity Document Number Unrestricted 3) Validate Ticket V2a.Docx Page 7 of 7