Request Management
Content
Alignability ®
Request Management
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20.13.01
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Table of Contents
1. MISSION........................................................................................................................ 3 2. DESCRIPTION................................................................................................................. 3
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3. SCOPE........................................................................................................................ 21 4. RO ES AND RESPONSI!I ITIES.....................................................................................22 ". #PIS........................................................................................................................... 23 $. !ENE%ICIARIES............................................................................................................ 24 &. O'NER....................................................................................................................... 2"
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1. Mission
+he mission of the Request Management process is to reso:;e requests after prioriti<ing the requests
2. Des()i*tion
+he Request Management process consists of eight proce#ures for han#:ing requests 1 Request Registration is use# =y ser;ice #es> ana:ysts when they register requests from users Request %ssignment is use# =y ser;ice #es> ana:ysts when they assign requests to groups an# to the ser;ice #es> manager in case of comp:aints an# comp:iments Ser;ice #es> ana:ysts a:so use this proce#ure when they han#:e requests that are re?ecte# =y group coor#inators ,roup coor#inators use this proce#ure after requests are assigne# to their groups ,roup coor#inators use this proce#ure to assign these requests to a specific change coor#inator or specia:ist for reso:ution Comp:iment an# Comp:aint 1an#:ing is use# =y the ser;ice #es> manager when the ser;ice #es> manager satisfactori:y comp:etes requests of the Comp:aint or Comp:iment categories Request +rac>ing is use# =y ser;ice #es> ana:ysts when they trac> the progress of requests Request Reso:ution =y Specia:ist is use# =y specia:ists to comp:ete assigne# requests Request 7u:fi::ment 1an#:ing is use# =y ser;ice #es> ana:ysts or specia:ists to comp:ete requests that can =e han#:e# =y using a pre#efine# wor>f:ow Inci#ent (sca:ation 1an#:ing is use# =y ser;ice owners when an inci#ent is esca:ate# +he ser;ice owner of the affecte# ser;ice uses this proce#ure to #etermine how the inci#ent can =e efficient:y reso:;e# Request C:osure is use# =y ser;ice #es> ana:ysts when they reso:;e an# c:ose comp:ete# requests
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+he fo::owing figure i::ustrates the Request Management process
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Re+,est Manage-ent P)o(ess
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2.1
Re+,est Regist)ation
@hen a user contacts the ser;ice #es>, the ser;ice #es> ana:yst :in>s the userAs recor# to a new request .eBt, the ser;ice #es> ana:yst #etermines the nature of the userAs request =y as>ing the user how the ser;ice #es> ana:yst can he:p the user if the user contacte# the ser;ice #es> =y phone or in person If the user contacte# the ser;ice #es> in writing Cfor eBamp:e, emai:, faB, paper form, an# so onD, the ser;ice #es> ana:yst #etermines the nature of the request =y rea#ing through the information If the user contacte# the ser;ice #es> a=out an ear:ier su=mitte# request, the ser;ice #es> ana:yst searches for the request If the request is a:rea#y comp:ete# or set to C:ose#Mai:, =ut the user is not satisfie# with the so:ution pro;i#e#, the ser;ice #es> ana:yst sets the status to assigne# +he request appears in the +o !o :ist of the staff an# group that pro;i#e# the origina: so:ution If the user wants an up#ate on the requestAs status, the ser;ice #es> ana:yst informs the user of the progress If the user contacte# the ser;ice #es> to su=mit a new request, the ser;ice #es> ana:yst #etermines if a request temp:ate is a;ai:a=:e for the request If a request temp:ate is a;ai:a=:e, the ser;ice #es> ana:yst uses the temp:ate to create the request +he ser;ice #es> ana:yst rea#s the instructions from the temp:ate an# fo::ows them +he instructions specify the information to o=tain from the user an# how to procee# after recei;ing the information Cfor eBamp:e, how to reso:;e the request, or assign to which groupD If a request temp:ate is not a;ai:a=:e for the request, the ser;ice #es> ana:yst creates the request +he ser;ice #es> ana:yst :in>s the app:ica=:e ser;ice an# configuration item to the request If the user reports an inci#ent, the ser;ice #es> ana:yst #etermines the impact an# urgency :e;e: =ase# on the fo::owing" • • • Information pro;i#e# =y the user Information a=out the configuration of the ser;ice instance -ther inci#ents that are current:y open for the impacte# ser;ice
+he impact an# urgency :e;e: #etermine the priority :e;e: that is assigne# to requests for inci#ent reso:ution If the user reports that a critica: or core ser;ice has fai:e# for se;era: users, the ser;ice #es> ana:yst esca:ates the inci#ent to the ser;ice owner +he ser;ice owner acti;ates the Ma?or Inci#ent +eam to reso:;e the Ma?or Inci#ent +he fo::owing figure i::ustrates the Request Registration process
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P)o(e.,)e 1/ Re+,est Regist)ation
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2.2
Re+,est Assign-ent
If the request is a comp:aint or comp:iment, the ser;ice #es> ana:yst assigns the request to the ser;ice #es> manager If request fu:fi::ment can han#:e a request, the ser;ice #es> ana:yst coor#inates imp:ementing the request +he ser;ice #es> ana:yst consi#ers a:: request categories for reso:ution If the ser;ice #es> ana:yst cannot reso:;e the request Cin terms of s>i::s, access rights, an# time restrictionsD, the ser;ice #es> ana:yst assigns the request to the appropriate group +he coor#inator of the group re;iews a:: requests that are assigne# to a group =y ser;ice #es> ana:ysts, operators, continuity managers, an# users an# customer representati;es who su=mit a we= request form If the group coor#inator #etermines that a request is assigne# to the wrong group or the request #oes not contain a:: information that shou:# =e pro;i#e# =y the ser;ice #es> ana:yst, operator, or continuity manager to comp:ete it, the group coor#inator re?ects the request an# specifies the reason for re?ection Re?ecte# requests are automatica::y passe# to the ser;ice #es> % ser;ice #es> ana:yst ensures that the missing information is co::ecte# an# these re?ecte# requests are reassigne# to the appropriate group if the ser;ice #es> cannot reso:;e them %fter requests are assigne# to the correct group, the requests with the require# information are passe# to the change coor#inator of the re:ate# ser;ice if the requests are for a change whose imp:ementation is coor#inate# =y Change Management %:: other requests are assigne# to the appropriate specia:ist of the group Cin terms of s>i::s, a;ai:a=i:ity, an# access rightsD +he fo::owing figure i::ustrates the Request %ssignment proce#ure
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P)o(e.,)e 2/ Re+,est Assign-ent
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2.3
Co-*laint an. Co-*li-ent 0an.ling
%fter a comp:aint or comp:iment is registere#, the ser;ice #es> manager re;iews its #etai:s In the case of a comp:aint, the ser;ice #es> manager ta:>s to the in;o:;e# ser;ice #es> ana:ysts, specia:ists, ser;ice :e;e: manager, customer representati;e, an# user to #etermine the cause of the comp:aint %fter #etermining the cause, the ser;ice #es> manager #eci#es on the metho# to restore the userAs faith in the support pro;i#e# =y the ser;ice pro;i#er organi<ation In case of a comp:iment, the ser;ice #es> manager informs the emp:oyee or #epartment that recei;e# the comp:iment %fter the ser;ice #es> manager has ta>en the necessary actions to appease the user or forwar# the comp:iment, the ser;ice #es> manager comp:etes the request +he fo::owing figure i::ustrates the Comp:aint an# Comp:iment 1an#:ing proce#ure
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P)o(e.,)e 3/ Co-*laint an. Co-*li-ent 0an.ling
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2.4
Re+,est T)a(1ing
+he ser;ice #es> trac>s open requests =y chec>ing their status perio#ica::y to ensure that the open requests continue to progress towar#s comp:etion @hen a request is not progressing, the ser;ice #es> ana:yst contacts the coor#inator of the assigne# group an# as>s the coor#inator to ensure that the request is processe# If a request #escri=es a new ser;ice outage that is affecting mu:tip:e users, the ser;ice #es> ana:yst informs the fo::owing concerne# peop:e" • %ffecte# users • -wner of the affecte# ser;ice • Customer representati;es of the affecte# ser;ice • Ser;ice :e;e: managers of the affecte# customer organi<ations • -n-#uty manager If ha:f of the a;ai:a=:e reso:ution time has passe# an# the ser;ice outage has not =een reso:;e#, the ser;ice #es> ana:yst pro;i#es a progress up#ate to the concerne# peop:e If the inci#ent is not reso:;e# when the #ue #ate an# time is reache#, the ser;ice #es> ana:yst pro;i#es another progress up#ate to the concerne# peop:e %fter the secon# up#ate, the ser;ice #es> ana:yst esca:ates the inci#ent to the ser;ice owner +he fo::owing figure i::ustrates the Request +rac>ing proce#ure
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P)o(e.,)e 4/ Re+,est T)a(1ing
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2."
Re+,est Resol,tion by S*e(ialist
%fter a request is assigne# to a specia:ist of a group, the specia:ist re;iews the request information an# #etermines how to reso:;e the request If request fu:fi::ment can han#:e a request, the specia:ist coor#inates imp:ementing the request +he specia:ist esca:ates the request to the ser;ice owner when the request concerns an inci#ent that cannot =e reso:;e# without Change Management =ecause the reso:ution causes the fo::owing" • • • Ser;ice to =ecome una;ai:a=:e or #egra#e# #uring ser;ice hours 7unctiona:ity of a ser;ice to change CM!B to require an up#ate
% group coor#inator cannot #etermine if Change Management is require# to reso:;e inci#ents =ecause a specia:ist must first in;estigate the inci#ent If Change Management is not require# an# the request is an inci#ent that occurre# =ecause a supporting ser;ice fai:e#, the specia:ist registers a re:ate# request an# waits for the request to comp:ete =efore continuing to reso:;e the request If the specia:ist #etermines that another specia:ist must reso:;e the request, the specia:ist notifies the appropriate group coor#inator -therwise, the specia:ist reso:;es the request an# up#ates the request +he fo::owing figure i::ustrates the Request Reso:ution =y Specia:ist proce#ure
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P)o(e.,)e "/ S,**o)t Re+,est Resol,tion by S*e(ialist
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Re+,est %,lfill-ent 0an.ling
@hen the request is create# =y a temp:ate that contains the wor>f:ow for imp:ementing the request, the ser;ice #es> ana:yst or specia:ist re;iews the tas>s that are create# =y the temp:ate an# #etermines if a##itiona: tas>s are require# If require#, the a##itiona: tas>s are create# an# :in>e# to the request .eBt, the ser;ice #es> ana:yst or specia:ist #etermines which tas>s can =e comp:ete# without in;o:;ing others an# assigns these tas>s to themse:;es 7or each remaining tas>, the ser;ice #es> ana:yst or specia:ist #etermines the appropriate person to comp:ete this tas> +as>s that shou:# =e comp:ete# =y other ser;ice #es> ana:ysts or specia:ists are assigne# to" • %ppropriate staff when the staff is in the same group as the ser;ice #es> ana:yst or specia:ist han#:ing the request ,roup coor#inator of the target group if the appropriate specia:ist is in another group ,roup coor#inator of the target group if the appropriate specia:ist is not >nown
• •
@hen assigning the tas>s, consi#er the or#er of comp:eting these tas>s +he or#er ensures that the assigne# tas>s #o not require other tas>s to =e comp:ete# first +he ser;ice #es> ana:yst or specia:ist responsi=:e for han#:ing the request comp:etes the tas>s assigne# to them an# monitors the comp:etion of the remaining tas>s @hen require#, they can create a##itiona: tas>s an# assign the tas>s @hen a:: tas>s are comp:ete# successfu::y, the request is comp:ete# +he fo::owing figure i::ustrates the Request 7u:fi::ment 1an#:ing proce#ure
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P)o(e.,)e $/ Re+,est %,lfill-ent 0an.ling
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2.&
In(i.ent Es(alation 0an.ling
%fter a specia:ist or a ser;ice #es> ana:yst has esca:ate# an inci#ent, the owner of the affecte# ser;ice ta:>s to the specia:ists who ha;e =een #ea:ing with the inci#ent to un#erstan# the current situation an# #etermine how the inci#ent can =e reso:;e# If the inci#ent is a ma?or inci#ent, the ser;ice owner acti;ates the Ma?or Inci#ent team +he Ma?or Inci#ent team :ea#er is responsi=:e for coor#inating the reso:ution If the reco;ery of the affecte# ser;ice at its continuity site is the most efficient an# re:ia=:e way to reso:;e the inci#ent, the ser;ice owner esca:ates the inci#ent to the on-#uty manager to start the ser;ice reco;ery In most cases, the reco;ery of a ser;ice at its continuity site is not going to fiB the inci#ent Cfor eBamp:e, when a =ug causes the inci#entD Imp:ementing a fiB in the ser;iceAs current infrastructure might =e more efficient an# re:ia=:e In such cases, the ser;ice owner #etermines if Change Management must coor#inate the reso:ution of the inci#ent Change Management is require# when the reso:ution of the inci#ent causes" • Ser;ice to =ecome una;ai:a=:e or #egra#e# #uring ser;ice hours • 7unctiona:ity of a ser;ice to =ecome #ifferent • CM!B to require an up#ate If Change Management is not require#, the ser;ice owner ensures that the most appropriate specia:ists continue to reso:;e the inci#ent within the Request Management process If Change Management is require#, the ser;ice owner consu:ts with the specia:ists to un#erstan# the ris>s that cou:# cause the imp:ementation of the change to fai: an# the impact of the imp:ementation on customers +hey figure out the =est way to >eep the ris> an# impact of the change imp:ementation at an accepta=:e :e;e: %fter they ha;e esta=:ishe# how the change shou:# =e imp:emente#, the ser;ice owner as>s the specia:ists to perform the imp:ementation as an emergency change +he on-#uty manager performs the ro:e of ser;ice owner when the ser;ice owner of the affecte# ser;ice is not a;ai:a=:e +he fo::owing figure i::ustrates the Inci#ent (sca:ation 1an#:ing proce#ure
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P)o(e.,)e &/ In(i.ent Es(alation 0an.ling
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2.2
Re+,est Clos,)e
If the ser;ice #es> ana:yst can reso:;e the request Cin terms of s>i::s, access rights, an# time restrictionsD, the ser;ice #es> ana:yst reso:;es an# comp:etes the request %fter the request is comp:ete#, the ser;ice #es> ana:yst informs the user who su=mitte# the request an# as>s the user to ;erify its so:ution If the user informs the ser;ice #es> that the request has not =een reso:;e# to the userAs satisfaction, the ser;ice #es> ana:yst again wor>s on reso:;ing the request -therwise, the ser;ice #es> ana:yst chec>s if the request is for a ser;ice outage that affects mu:tip:e users In this case, the ser;ice #es> ana:yst informs the affecte# users a=out how the inci#ent is reso:;e# +he affecte# users can =e" • • • • -wner of the affecte# ser;ice Customer representati;es of the affecte# ser;ice Ser;ice :e;e: managers of the affecte# customer organi<ations -n-#uty manager
If the user confirms that the request is satisfactori:y reso:;e# or the user #oes not respon# within 28 #ays, the request is c:ose# +he fo::owing figure i::ustrates the Request C:osure proce#ure
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P)o(e.,)e 2/ Re+,est Clos,)e
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3. S(o*e
+he scope of the Request Management process is :imite# to the fo::owing support request categories Catego)y Inci#ent Des()i*tion Request from a user to restore a ser;ice that is not functioning correct:y .ote" Requests for passwor# resets from users who ha;e forgotten their passwor#s an# requests for restoring =ac>up from users who ha;e :ost #ata
Request for Change
Request from a user for mo#ifying, a##ing, mo;ing, or remo;ing some or a:: ser;ice functiona:ity, access, or components .ote" Requests for copying #ata Cfor eBamp:e, for ma>ing a =ac>up or restoring a =ac>up at a #ifferent :ocationD an# requests for =atch ?o= runs =e:ong to this category
Ser;ice Request
Request from a user that can =e reso:;e# =y using a pre#efine# wor>f:ow in the fo::owing scenarios" • • • +emp:ate eBists for this wor>f:ow .o ris> an# impact ana:ysis is require# .o appro;a: is require# other than appro;a: from the customer
Information Request Comp:iment Comp:aint
Request from a user for an answer to a ser;ice-re:ate# question &raise or encouragement from a user Request from a user for the impro;ement of how the ser;ice pro;i#er organi<ation supports the user
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4. Roles an. Res*onsibilities
+he fo::owing ta=:e :ists the #ifferent ro:es that are in;o:;e# in the Request Management process an# their respecti;e responsi=i:ities Role ,roup coor#inator Res*onsibility !istri=utes requests assigne# to the group =etween the specia:ists after ta>ing into account the s>i::s, a;ai:a=i:ity, an# access rights of the specia:ists %ssumes the In(i.ent Es(alation 0an.ling responsi=i:ities of ser;ice owners when they are not a;ai:a=:e &ro;i#es a sing:e point of contact for users of the ser;ices pro;i#e# =y the ser;ice pro;i#er organi<ation -=tains the necessary information from users an# efficient:y, accurate:y, an# comp:ete:y registers the information in requests Reso:;es as many of the recei;e# requests as possi=:e within the :imitations of the ser;ice #es> ana:yst access rights an# time constraints %ssigns requests that cannot =e reso:;e# =y the ser;ice #es> to the appropriate group for reso:ution Monitors the progress of high-impact inci#ents Cfor eBamp:e, ser;ice outages that affect mu:tip:e usersD an# informs a:: concerne# peop:e (sca:ates a high-impact inci#ent to the ser;ice owner of the affecte# ser;ice when the inci#ent has not =een reso:;e# within the a;ai:a=:e reso:ution time #efine# in the re:ate# ser;ice :e;e: agreement CS0%D Informs users of the so:utions after their requests are reso:;e# an# as>s them to ;erify the so:ution (nsures that users are #ea:t with courteous:y 1an#:es a:: support requests of the Comp:aint an# Comp:iment categories to ensure that users who reporte# a comp:aint turn into satisfie# users of the ser;ice pro;i#er organi<ation !eci#es whether an esca:ate# inci#ent must =e reso:;e# =y imp:ementing an emergency change, =y reco;ering the affecte# ser;ice at its continuity site, or =y continuing the reso:ution of the inci#ent within the Request Management process Reso:;es requests an# tas>s *p#ates requests an# tas>s with re:e;ant information an# status changes (sca:ates inci#ents to the ser;ice owner of the affecte#
-n-#uty manager Ser;ice #es> ana:yst
Ser;ice #es> manager
Ser;ice owner
Specia:ist
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Role
Res*onsibility ser;ice for inci#ents whose reso:ution can on:y =e imp:emente# through the Change Management process
". #PIs
+he fo::owing ta=:e :ists the >ey performance in#icators C4&IsD se:ecte# for trac>ing the success of the Request Management process #PI Comp:aints Inci#ents reso:;e# within target Definition +he num=er of registere# requests with the Category fie:# set to Comp:aint +he num=er of comp:ete# requests with the Category fie:# set to Inci#ent that are comp:ete# =efore their target #ate an# time, #i;i#e# =y the tota: num=er of comp:ete# requests for inci#ent reso:ution +he num=er of requests that are =oth registere# an# reso:;e# at the ser;ice #es> without the assistance from another group, #i;i#e# =y the tota: num=er of requests registere# =y ser;ice #es> ana:ysts +he num=er of times a request is reopene# =ecause the so:ution is not accepte# Cfor eBamp:e, the num=er of times that the ;a:ue of the Comp:etion Category fie:# is #e:ete# =ecause the Status fie:# changes from Comp:ete# or higher to :ess than Comp:ete#D, #i;i#e# =y the tota: num=er of comp:ete# requests +he tota: amount of time spent on a:: c:ose# requests with the Category fie:# set to Inci#ent, #i;i#e# =y the tota: num=er of c:ose# requests for inci#ent reso:ution +he num=er of requests that #o not ha;e their Status fie:# set to Comp:ete# or higher or that #o not ha;e a ;a:ue specifie# in their C:osure Category fie:# %)e+,en(y Month:y Month:y 3nit .um=er of requests &ercent
Ser;ice #es> reso:utions
Month:y
&ercent
Re?ecte# so:utions
Month:y
&ercent
Inci#ent reso:ution effort
Month:y
.um=er of minutes per request .um=er of requests
Bac>:og of requests
!ai:y
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$. !enefi(ia)ies
+he fo::owing ta=:e :ists the ro:es that re:y on the Request Management process an# their respecti;e requirements for the Request Management process Role Change coor#inator Configuration a#ministrator Re+,i)e-ent Information from requests that require Change Management to reso:;e the requests Information a=out configuration items CCIsD in the scope of the Configuration Management process, =ut the CIs cannot =e :in>e# to a request =ecause they ha;e not =een registere# Information up#ates a=out ser;ice outages Information a=out requests that are assigne# to a group Information up#ates a=out ser;ice outages Information a=out the progress of open requests that are generate# from e;ents Request information for the i#entification of pro=:ems an# #etermination of root causes Ser;ice :e;e: a#ministrator Information a=out the progress of open requests So:ution information of pre;ious:y reso:;e# requests +o faci:itate the preparation of a cost o;er;iew for each ser;ice at the en# of a charge term, cost of effort an# supp:ier information in requests an# the :in> =etween requests an# the ser;ices for which they were requeste# +o ca:cu:ate the ser;ice charges for each customer at the en# of a charge term, charge for customer information in requests an# the :in> =etween requests an# S0%s Information a=out the actua: :e;e: of ser;ice pro;i#e# so that this information can =e compare# with the ser;ice :e;e: targets CS0+sD that are agree# upon in the S0%s Information up#ates a=out ser;ice outages Information a=out the actua: :e;e: of ser;ice pro;i#e# so that this information can =e compare# with the S0+s that are agree# upon in the S0%s Information a=out concerning ser;ice outages
Customer representati;e ,roup coor#inator -n-#uty manager -perator &ro=:em coor#inator Ser;ice #es> ana:yst
Ser;ice :e;e: manager
Ser;ice owner
Specia:ist *ser
Information a=out requests that are assigne# to a specia:ist %=i:ity to su=mit requests Information a=out the progress an# so:utions of the userEs requests
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Role
Re+,i)e-ent Information up#ates concerning ser;ice outages
&. O4ne)
+he owner of the Request Management process is the Ser;ice Management change a#;isory =oar# CC%BD +he C%B is responsi=:e for re;iewing, an# su=sequent:y appro;ing or re?ecting, requests for impro;ement of the Request Management process an# its supporting functiona:ity in the ser;ice management app:ication
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Request Management
Version:
20.13.01
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Table of Contents
1. MISSION........................................................................................................................ 3 2. DESCRIPTION................................................................................................................. 3
2 1 R()*(S+ R(,IS+R%+I-. 2 2 R()*(S+ %SSI,.M(.+ 2 3 C-M&0%I.+ %.! C-M&0IM(.+ 1%.!0I., 2 3 R()*(S+ +R%C4I., 2 ' R()*(S+ R(S-0*+I-. B5 S&(CI%0IS+ 2 6 R()*(S+ 7*07I00M(.+ 1%.!0I., 2 / I.CI!(.+ (SC%0%+I-. 1%.!0I., 2 8 R()*(S+ C0-S*R( ' / 2 11 13 1' 1/ 12
3. SCOPE........................................................................................................................ 21 4. RO ES AND RESPONSI!I ITIES.....................................................................................22 ". #PIS........................................................................................................................... 23 $. !ENE%ICIARIES............................................................................................................ 24 &. O'NER....................................................................................................................... 2"
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1. Mission
+he mission of the Request Management process is to reso:;e requests after prioriti<ing the requests
2. Des()i*tion
+he Request Management process consists of eight proce#ures for han#:ing requests 1 Request Registration is use# =y ser;ice #es> ana:ysts when they register requests from users Request %ssignment is use# =y ser;ice #es> ana:ysts when they assign requests to groups an# to the ser;ice #es> manager in case of comp:aints an# comp:iments Ser;ice #es> ana:ysts a:so use this proce#ure when they han#:e requests that are re?ecte# =y group coor#inators ,roup coor#inators use this proce#ure after requests are assigne# to their groups ,roup coor#inators use this proce#ure to assign these requests to a specific change coor#inator or specia:ist for reso:ution Comp:iment an# Comp:aint 1an#:ing is use# =y the ser;ice #es> manager when the ser;ice #es> manager satisfactori:y comp:etes requests of the Comp:aint or Comp:iment categories Request +rac>ing is use# =y ser;ice #es> ana:ysts when they trac> the progress of requests Request Reso:ution =y Specia:ist is use# =y specia:ists to comp:ete assigne# requests Request 7u:fi::ment 1an#:ing is use# =y ser;ice #es> ana:ysts or specia:ists to comp:ete requests that can =e han#:e# =y using a pre#efine# wor>f:ow Inci#ent (sca:ation 1an#:ing is use# =y ser;ice owners when an inci#ent is esca:ate# +he ser;ice owner of the affecte# ser;ice uses this proce#ure to #etermine how the inci#ent can =e efficient:y reso:;e# Request C:osure is use# =y ser;ice #es> ana:ysts when they reso:;e an# c:ose comp:ete# requests
2
3
3 ' 6
/
8
+he fo::owing figure i::ustrates the Request Management process
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Re+,est Manage-ent P)o(ess
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2.1
Re+,est Regist)ation
@hen a user contacts the ser;ice #es>, the ser;ice #es> ana:yst :in>s the userAs recor# to a new request .eBt, the ser;ice #es> ana:yst #etermines the nature of the userAs request =y as>ing the user how the ser;ice #es> ana:yst can he:p the user if the user contacte# the ser;ice #es> =y phone or in person If the user contacte# the ser;ice #es> in writing Cfor eBamp:e, emai:, faB, paper form, an# so onD, the ser;ice #es> ana:yst #etermines the nature of the request =y rea#ing through the information If the user contacte# the ser;ice #es> a=out an ear:ier su=mitte# request, the ser;ice #es> ana:yst searches for the request If the request is a:rea#y comp:ete# or set to C:ose#Mai:, =ut the user is not satisfie# with the so:ution pro;i#e#, the ser;ice #es> ana:yst sets the status to assigne# +he request appears in the +o !o :ist of the staff an# group that pro;i#e# the origina: so:ution If the user wants an up#ate on the requestAs status, the ser;ice #es> ana:yst informs the user of the progress If the user contacte# the ser;ice #es> to su=mit a new request, the ser;ice #es> ana:yst #etermines if a request temp:ate is a;ai:a=:e for the request If a request temp:ate is a;ai:a=:e, the ser;ice #es> ana:yst uses the temp:ate to create the request +he ser;ice #es> ana:yst rea#s the instructions from the temp:ate an# fo::ows them +he instructions specify the information to o=tain from the user an# how to procee# after recei;ing the information Cfor eBamp:e, how to reso:;e the request, or assign to which groupD If a request temp:ate is not a;ai:a=:e for the request, the ser;ice #es> ana:yst creates the request +he ser;ice #es> ana:yst :in>s the app:ica=:e ser;ice an# configuration item to the request If the user reports an inci#ent, the ser;ice #es> ana:yst #etermines the impact an# urgency :e;e: =ase# on the fo::owing" • • • Information pro;i#e# =y the user Information a=out the configuration of the ser;ice instance -ther inci#ents that are current:y open for the impacte# ser;ice
+he impact an# urgency :e;e: #etermine the priority :e;e: that is assigne# to requests for inci#ent reso:ution If the user reports that a critica: or core ser;ice has fai:e# for se;era: users, the ser;ice #es> ana:yst esca:ates the inci#ent to the ser;ice owner +he ser;ice owner acti;ates the Ma?or Inci#ent +eam to reso:;e the Ma?or Inci#ent +he fo::owing figure i::ustrates the Request Registration process
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P)o(e.,)e 1/ Re+,est Regist)ation
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2.2
Re+,est Assign-ent
If the request is a comp:aint or comp:iment, the ser;ice #es> ana:yst assigns the request to the ser;ice #es> manager If request fu:fi::ment can han#:e a request, the ser;ice #es> ana:yst coor#inates imp:ementing the request +he ser;ice #es> ana:yst consi#ers a:: request categories for reso:ution If the ser;ice #es> ana:yst cannot reso:;e the request Cin terms of s>i::s, access rights, an# time restrictionsD, the ser;ice #es> ana:yst assigns the request to the appropriate group +he coor#inator of the group re;iews a:: requests that are assigne# to a group =y ser;ice #es> ana:ysts, operators, continuity managers, an# users an# customer representati;es who su=mit a we= request form If the group coor#inator #etermines that a request is assigne# to the wrong group or the request #oes not contain a:: information that shou:# =e pro;i#e# =y the ser;ice #es> ana:yst, operator, or continuity manager to comp:ete it, the group coor#inator re?ects the request an# specifies the reason for re?ection Re?ecte# requests are automatica::y passe# to the ser;ice #es> % ser;ice #es> ana:yst ensures that the missing information is co::ecte# an# these re?ecte# requests are reassigne# to the appropriate group if the ser;ice #es> cannot reso:;e them %fter requests are assigne# to the correct group, the requests with the require# information are passe# to the change coor#inator of the re:ate# ser;ice if the requests are for a change whose imp:ementation is coor#inate# =y Change Management %:: other requests are assigne# to the appropriate specia:ist of the group Cin terms of s>i::s, a;ai:a=i:ity, an# access rightsD +he fo::owing figure i::ustrates the Request %ssignment proce#ure
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2.3
Co-*laint an. Co-*li-ent 0an.ling
%fter a comp:aint or comp:iment is registere#, the ser;ice #es> manager re;iews its #etai:s In the case of a comp:aint, the ser;ice #es> manager ta:>s to the in;o:;e# ser;ice #es> ana:ysts, specia:ists, ser;ice :e;e: manager, customer representati;e, an# user to #etermine the cause of the comp:aint %fter #etermining the cause, the ser;ice #es> manager #eci#es on the metho# to restore the userAs faith in the support pro;i#e# =y the ser;ice pro;i#er organi<ation In case of a comp:iment, the ser;ice #es> manager informs the emp:oyee or #epartment that recei;e# the comp:iment %fter the ser;ice #es> manager has ta>en the necessary actions to appease the user or forwar# the comp:iment, the ser;ice #es> manager comp:etes the request +he fo::owing figure i::ustrates the Comp:aint an# Comp:iment 1an#:ing proce#ure
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P)o(e.,)e 3/ Co-*laint an. Co-*li-ent 0an.ling
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2.4
Re+,est T)a(1ing
+he ser;ice #es> trac>s open requests =y chec>ing their status perio#ica::y to ensure that the open requests continue to progress towar#s comp:etion @hen a request is not progressing, the ser;ice #es> ana:yst contacts the coor#inator of the assigne# group an# as>s the coor#inator to ensure that the request is processe# If a request #escri=es a new ser;ice outage that is affecting mu:tip:e users, the ser;ice #es> ana:yst informs the fo::owing concerne# peop:e" • %ffecte# users • -wner of the affecte# ser;ice • Customer representati;es of the affecte# ser;ice • Ser;ice :e;e: managers of the affecte# customer organi<ations • -n-#uty manager If ha:f of the a;ai:a=:e reso:ution time has passe# an# the ser;ice outage has not =een reso:;e#, the ser;ice #es> ana:yst pro;i#es a progress up#ate to the concerne# peop:e If the inci#ent is not reso:;e# when the #ue #ate an# time is reache#, the ser;ice #es> ana:yst pro;i#es another progress up#ate to the concerne# peop:e %fter the secon# up#ate, the ser;ice #es> ana:yst esca:ates the inci#ent to the ser;ice owner +he fo::owing figure i::ustrates the Request +rac>ing proce#ure
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2."
Re+,est Resol,tion by S*e(ialist
%fter a request is assigne# to a specia:ist of a group, the specia:ist re;iews the request information an# #etermines how to reso:;e the request If request fu:fi::ment can han#:e a request, the specia:ist coor#inates imp:ementing the request +he specia:ist esca:ates the request to the ser;ice owner when the request concerns an inci#ent that cannot =e reso:;e# without Change Management =ecause the reso:ution causes the fo::owing" • • • Ser;ice to =ecome una;ai:a=:e or #egra#e# #uring ser;ice hours 7unctiona:ity of a ser;ice to change CM!B to require an up#ate
% group coor#inator cannot #etermine if Change Management is require# to reso:;e inci#ents =ecause a specia:ist must first in;estigate the inci#ent If Change Management is not require# an# the request is an inci#ent that occurre# =ecause a supporting ser;ice fai:e#, the specia:ist registers a re:ate# request an# waits for the request to comp:ete =efore continuing to reso:;e the request If the specia:ist #etermines that another specia:ist must reso:;e the request, the specia:ist notifies the appropriate group coor#inator -therwise, the specia:ist reso:;es the request an# up#ates the request +he fo::owing figure i::ustrates the Request Reso:ution =y Specia:ist proce#ure
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P)o(e.,)e "/ S,**o)t Re+,est Resol,tion by S*e(ialist
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Re+,est %,lfill-ent 0an.ling
@hen the request is create# =y a temp:ate that contains the wor>f:ow for imp:ementing the request, the ser;ice #es> ana:yst or specia:ist re;iews the tas>s that are create# =y the temp:ate an# #etermines if a##itiona: tas>s are require# If require#, the a##itiona: tas>s are create# an# :in>e# to the request .eBt, the ser;ice #es> ana:yst or specia:ist #etermines which tas>s can =e comp:ete# without in;o:;ing others an# assigns these tas>s to themse:;es 7or each remaining tas>, the ser;ice #es> ana:yst or specia:ist #etermines the appropriate person to comp:ete this tas> +as>s that shou:# =e comp:ete# =y other ser;ice #es> ana:ysts or specia:ists are assigne# to" • %ppropriate staff when the staff is in the same group as the ser;ice #es> ana:yst or specia:ist han#:ing the request ,roup coor#inator of the target group if the appropriate specia:ist is in another group ,roup coor#inator of the target group if the appropriate specia:ist is not >nown
• •
@hen assigning the tas>s, consi#er the or#er of comp:eting these tas>s +he or#er ensures that the assigne# tas>s #o not require other tas>s to =e comp:ete# first +he ser;ice #es> ana:yst or specia:ist responsi=:e for han#:ing the request comp:etes the tas>s assigne# to them an# monitors the comp:etion of the remaining tas>s @hen require#, they can create a##itiona: tas>s an# assign the tas>s @hen a:: tas>s are comp:ete# successfu::y, the request is comp:ete# +he fo::owing figure i::ustrates the Request 7u:fi::ment 1an#:ing proce#ure
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P)o(e.,)e $/ Re+,est %,lfill-ent 0an.ling
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In(i.ent Es(alation 0an.ling
%fter a specia:ist or a ser;ice #es> ana:yst has esca:ate# an inci#ent, the owner of the affecte# ser;ice ta:>s to the specia:ists who ha;e =een #ea:ing with the inci#ent to un#erstan# the current situation an# #etermine how the inci#ent can =e reso:;e# If the inci#ent is a ma?or inci#ent, the ser;ice owner acti;ates the Ma?or Inci#ent team +he Ma?or Inci#ent team :ea#er is responsi=:e for coor#inating the reso:ution If the reco;ery of the affecte# ser;ice at its continuity site is the most efficient an# re:ia=:e way to reso:;e the inci#ent, the ser;ice owner esca:ates the inci#ent to the on-#uty manager to start the ser;ice reco;ery In most cases, the reco;ery of a ser;ice at its continuity site is not going to fiB the inci#ent Cfor eBamp:e, when a =ug causes the inci#entD Imp:ementing a fiB in the ser;iceAs current infrastructure might =e more efficient an# re:ia=:e In such cases, the ser;ice owner #etermines if Change Management must coor#inate the reso:ution of the inci#ent Change Management is require# when the reso:ution of the inci#ent causes" • Ser;ice to =ecome una;ai:a=:e or #egra#e# #uring ser;ice hours • 7unctiona:ity of a ser;ice to =ecome #ifferent • CM!B to require an up#ate If Change Management is not require#, the ser;ice owner ensures that the most appropriate specia:ists continue to reso:;e the inci#ent within the Request Management process If Change Management is require#, the ser;ice owner consu:ts with the specia:ists to un#erstan# the ris>s that cou:# cause the imp:ementation of the change to fai: an# the impact of the imp:ementation on customers +hey figure out the =est way to >eep the ris> an# impact of the change imp:ementation at an accepta=:e :e;e: %fter they ha;e esta=:ishe# how the change shou:# =e imp:emente#, the ser;ice owner as>s the specia:ists to perform the imp:ementation as an emergency change +he on-#uty manager performs the ro:e of ser;ice owner when the ser;ice owner of the affecte# ser;ice is not a;ai:a=:e +he fo::owing figure i::ustrates the Inci#ent (sca:ation 1an#:ing proce#ure
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P)o(e.,)e &/ In(i.ent Es(alation 0an.ling
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2.2
Re+,est Clos,)e
If the ser;ice #es> ana:yst can reso:;e the request Cin terms of s>i::s, access rights, an# time restrictionsD, the ser;ice #es> ana:yst reso:;es an# comp:etes the request %fter the request is comp:ete#, the ser;ice #es> ana:yst informs the user who su=mitte# the request an# as>s the user to ;erify its so:ution If the user informs the ser;ice #es> that the request has not =een reso:;e# to the userAs satisfaction, the ser;ice #es> ana:yst again wor>s on reso:;ing the request -therwise, the ser;ice #es> ana:yst chec>s if the request is for a ser;ice outage that affects mu:tip:e users In this case, the ser;ice #es> ana:yst informs the affecte# users a=out how the inci#ent is reso:;e# +he affecte# users can =e" • • • • -wner of the affecte# ser;ice Customer representati;es of the affecte# ser;ice Ser;ice :e;e: managers of the affecte# customer organi<ations -n-#uty manager
If the user confirms that the request is satisfactori:y reso:;e# or the user #oes not respon# within 28 #ays, the request is c:ose# +he fo::owing figure i::ustrates the Request C:osure proce#ure
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3. S(o*e
+he scope of the Request Management process is :imite# to the fo::owing support request categories Catego)y Inci#ent Des()i*tion Request from a user to restore a ser;ice that is not functioning correct:y .ote" Requests for passwor# resets from users who ha;e forgotten their passwor#s an# requests for restoring =ac>up from users who ha;e :ost #ata
Request for Change
Request from a user for mo#ifying, a##ing, mo;ing, or remo;ing some or a:: ser;ice functiona:ity, access, or components .ote" Requests for copying #ata Cfor eBamp:e, for ma>ing a =ac>up or restoring a =ac>up at a #ifferent :ocationD an# requests for =atch ?o= runs =e:ong to this category
Ser;ice Request
Request from a user that can =e reso:;e# =y using a pre#efine# wor>f:ow in the fo::owing scenarios" • • • +emp:ate eBists for this wor>f:ow .o ris> an# impact ana:ysis is require# .o appro;a: is require# other than appro;a: from the customer
Information Request Comp:iment Comp:aint
Request from a user for an answer to a ser;ice-re:ate# question &raise or encouragement from a user Request from a user for the impro;ement of how the ser;ice pro;i#er organi<ation supports the user
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4. Roles an. Res*onsibilities
+he fo::owing ta=:e :ists the #ifferent ro:es that are in;o:;e# in the Request Management process an# their respecti;e responsi=i:ities Role ,roup coor#inator Res*onsibility !istri=utes requests assigne# to the group =etween the specia:ists after ta>ing into account the s>i::s, a;ai:a=i:ity, an# access rights of the specia:ists %ssumes the In(i.ent Es(alation 0an.ling responsi=i:ities of ser;ice owners when they are not a;ai:a=:e &ro;i#es a sing:e point of contact for users of the ser;ices pro;i#e# =y the ser;ice pro;i#er organi<ation -=tains the necessary information from users an# efficient:y, accurate:y, an# comp:ete:y registers the information in requests Reso:;es as many of the recei;e# requests as possi=:e within the :imitations of the ser;ice #es> ana:yst access rights an# time constraints %ssigns requests that cannot =e reso:;e# =y the ser;ice #es> to the appropriate group for reso:ution Monitors the progress of high-impact inci#ents Cfor eBamp:e, ser;ice outages that affect mu:tip:e usersD an# informs a:: concerne# peop:e (sca:ates a high-impact inci#ent to the ser;ice owner of the affecte# ser;ice when the inci#ent has not =een reso:;e# within the a;ai:a=:e reso:ution time #efine# in the re:ate# ser;ice :e;e: agreement CS0%D Informs users of the so:utions after their requests are reso:;e# an# as>s them to ;erify the so:ution (nsures that users are #ea:t with courteous:y 1an#:es a:: support requests of the Comp:aint an# Comp:iment categories to ensure that users who reporte# a comp:aint turn into satisfie# users of the ser;ice pro;i#er organi<ation !eci#es whether an esca:ate# inci#ent must =e reso:;e# =y imp:ementing an emergency change, =y reco;ering the affecte# ser;ice at its continuity site, or =y continuing the reso:ution of the inci#ent within the Request Management process Reso:;es requests an# tas>s *p#ates requests an# tas>s with re:e;ant information an# status changes (sca:ates inci#ents to the ser;ice owner of the affecte#
-n-#uty manager Ser;ice #es> ana:yst
Ser;ice #es> manager
Ser;ice owner
Specia:ist
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Role
Res*onsibility ser;ice for inci#ents whose reso:ution can on:y =e imp:emente# through the Change Management process
". #PIs
+he fo::owing ta=:e :ists the >ey performance in#icators C4&IsD se:ecte# for trac>ing the success of the Request Management process #PI Comp:aints Inci#ents reso:;e# within target Definition +he num=er of registere# requests with the Category fie:# set to Comp:aint +he num=er of comp:ete# requests with the Category fie:# set to Inci#ent that are comp:ete# =efore their target #ate an# time, #i;i#e# =y the tota: num=er of comp:ete# requests for inci#ent reso:ution +he num=er of requests that are =oth registere# an# reso:;e# at the ser;ice #es> without the assistance from another group, #i;i#e# =y the tota: num=er of requests registere# =y ser;ice #es> ana:ysts +he num=er of times a request is reopene# =ecause the so:ution is not accepte# Cfor eBamp:e, the num=er of times that the ;a:ue of the Comp:etion Category fie:# is #e:ete# =ecause the Status fie:# changes from Comp:ete# or higher to :ess than Comp:ete#D, #i;i#e# =y the tota: num=er of comp:ete# requests +he tota: amount of time spent on a:: c:ose# requests with the Category fie:# set to Inci#ent, #i;i#e# =y the tota: num=er of c:ose# requests for inci#ent reso:ution +he num=er of requests that #o not ha;e their Status fie:# set to Comp:ete# or higher or that #o not ha;e a ;a:ue specifie# in their C:osure Category fie:# %)e+,en(y Month:y Month:y 3nit .um=er of requests &ercent
Ser;ice #es> reso:utions
Month:y
&ercent
Re?ecte# so:utions
Month:y
&ercent
Inci#ent reso:ution effort
Month:y
.um=er of minutes per request .um=er of requests
Bac>:og of requests
!ai:y
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!ocument %uthor
" Inci#ent Management " BMC Software, Inc
$ersion &age
" 20 13 01 " 23 of 2'
$. !enefi(ia)ies
+he fo::owing ta=:e :ists the ro:es that re:y on the Request Management process an# their respecti;e requirements for the Request Management process Role Change coor#inator Configuration a#ministrator Re+,i)e-ent Information from requests that require Change Management to reso:;e the requests Information a=out configuration items CCIsD in the scope of the Configuration Management process, =ut the CIs cannot =e :in>e# to a request =ecause they ha;e not =een registere# Information up#ates a=out ser;ice outages Information a=out requests that are assigne# to a group Information up#ates a=out ser;ice outages Information a=out the progress of open requests that are generate# from e;ents Request information for the i#entification of pro=:ems an# #etermination of root causes Ser;ice :e;e: a#ministrator Information a=out the progress of open requests So:ution information of pre;ious:y reso:;e# requests +o faci:itate the preparation of a cost o;er;iew for each ser;ice at the en# of a charge term, cost of effort an# supp:ier information in requests an# the :in> =etween requests an# the ser;ices for which they were requeste# +o ca:cu:ate the ser;ice charges for each customer at the en# of a charge term, charge for customer information in requests an# the :in> =etween requests an# S0%s Information a=out the actua: :e;e: of ser;ice pro;i#e# so that this information can =e compare# with the ser;ice :e;e: targets CS0+sD that are agree# upon in the S0%s Information up#ates a=out ser;ice outages Information a=out the actua: :e;e: of ser;ice pro;i#e# so that this information can =e compare# with the S0+s that are agree# upon in the S0%s Information a=out concerning ser;ice outages
Customer representati;e ,roup coor#inator -n-#uty manager -perator &ro=:em coor#inator Ser;ice #es> ana:yst
Ser;ice :e;e: manager
Ser;ice owner
Specia:ist *ser
Information a=out requests that are assigne# to a specia:ist %=i:ity to su=mit requests Information a=out the progress an# so:utions of the userEs requests
© Copyright 2010 9 2013 BMC Software, Inc
!ocument %uthor
" Inci#ent Management " BMC Software, Inc
$ersion &age
" 20 13 01 " 2' of 2'
Role
Re+,i)e-ent Information up#ates concerning ser;ice outages
&. O4ne)
+he owner of the Request Management process is the Ser;ice Management change a#;isory =oar# CC%BD +he C%B is responsi=:e for re;iewing, an# su=sequent:y appro;ing or re?ecting, requests for impro;ement of the Request Management process an# its supporting functiona:ity in the ser;ice management app:ication
© Copyright 2010 9 2013 BMC Software, Inc
