University of California San Francisco

Office of Academic and Administrative Information Systems (OAAIS)

OAAIS INCIDENT MANAGEMENT PROCESS

VERSION 2.0, REV. 07/09/09

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OAAIS Incident Management Process

TABLE OF CONTENTS
TABLE OF CONTENTS ......................................................................................................................................................2 DOCUMENT VERSION CONTROL ...............................................................................................................................3 STAKEHOLDER TEAM .......................................................................................................................................................3 1. 1.1. 1.2. 1.3. 2. 2.1. 2.2. 2.3. 2.4. 2.5. 2.6. 2.7. 3. 3.1. 3.2. 4. 5. 6. 7. 8. 9. 10. 11. INTRODUCTION ....................................................................................................................................................4 PURPOSE ....................................................................................................................................................................4 SCOPE .........................................................................................................................................................................4 DEFINITIONS .............................................................................................................................................................4 RESPONSIBILITIES ............................................................................................................................................4 CUSTOMER .................................................................................................................................................................4 SERVICE DESK LEVEL 1 SUPPORT .......................................................................................................................4 OAAIS SUPPORT UNIT LEVEL 1 SUPPORT .........................................................................................................4 LEVEL 2 SUPPORT .....................................................................................................................................................5 LEVEL 3 SUPPORT .....................................................................................................................................................5 TICKET ASSIGNEE ......................................................................................................................................................5 INCIDENT MANAGER .................................................................................................................................................5 PROCESS DEFINITION ......................................................................................................................................6 PROCESS MAP ...........................................................................................................................................................6 ACTIVITY DIAGRAMS .................................................................................................................................................7

RACI CHART.................................................................................................................................................................10 ENTRY CRITERIA........................................................................................................................................................11 PROCEDURE ...........................................................................................................................................................11 EXIT CRITERIA ....................................................................................................................................................14 IMPACT, URGENCY AND PRIORITY .........................................................................................................15 INCIDENT MANAGEMENT SERVICE LEVELS ........................................................................................16 INCIDENT MANAGEMENT SERVICE METRICS ....................................................................................17 OAAIS SERVICE SUPPORT ............................................................................................................................17

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DOCUMENT VERSION CONTROL

Document Name Process Owner Version Number 1.0 1.1 1.2 2.0 Issue Date 8/6/07 1/25/08 2/22/08 7/9/09 OAAIS Incident Management Process Rebecca Nguyen Prepared By Terrie Coleman Terrie Coleman Terrie Coleman Francine Sneddon First draft Remove Ticket Owner Role, Urgency table updated, Removed point of contact reference Updates to the Service Levels and Service Metrics Sections Updated to reflect Remedy 7 changes. Reason for Change

STAKEHOLDER TEAM
Department Academic Research Systems (ARS) Application Services (AS) Business & Resource Management (BRM) Customer Support Services (CSS) Enterprise Information Security (EIS) Enterprise Network Services (ENS) Information and Technology Services (ITS) Name Michael Kamerick Jane Wong Shahla Raissi Rebecca Nguyen Carl Tianen Jeff Fritz Heidi Schmidt

This document contains confidential, proprietary information intended for internal use only and is not to be distributed outside the University of California, San Francisco (UCSF) without an appropriate non-disclosure agreement in force. Its contents may be changed at any time and create neither obligations on UCSFs part nor rights in any third person.

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1. INTRODUCTION
1.1. PURPOSE
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined as service operation within service level agreement (SLA) limits. The Incident Management process also handles Service Requests for standard services that are agreed to be provided under SLAs.

1.2. SCOPE
The scope of the Incident Management process includes a standard set of processes, procedures, responsibilities and metrics that are utilized by all OAAIS services, applications, systems and network support teams.

1.3. DEFINITIONS
An incident is any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or a reduction in the quality of that service. A service request is a request from a user for support, delivery, information, advice or documentation, not being a failure in the IT infrastructure. A Request for Change (RFC) is required for non-standard services that necessitate a change in the IT infrastructure and is addressed through the Change Management process. The Incident Management process includes Incident Acceptance and Recording, Classification and Initial Support, Matching, Investigation and Diagnosis, Resolution and Recovery, Closure, and Progress Monitoring and Reporting

2. RESPONSIBILITIES
2.1. CUSTOMER
Identifies incident/request for service Confirms incident has been resolved

2.2. SERVICE DESK LEVEL 1 SUPPORT

First point of contact for customers reporting service disruption or requesting service Responsible for recording, classifying, matching, routing, resolving (unless assigned to other support groups) and closing incidents Monitors and tracks incidents Fulfills service requests Provide customer updates as required

2.3. OAAIS SUPPORT UNIT LEVEL 1 SUPPORT

Identifies incident/request for service Responsible for recording, classifying, matching, and routing incidents Confirms incident has been resolved

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2.4. LEVEL 2 SUPPORT

Provides business/functional support Responsible for incident investigation, diagnosis and recovery within defined priorities Fulfills service requests Provide customer updates as required Escalates incidents as required

2.5. LEVEL 3 SUPPORT

Provides technical support Responsible for incident investigation, diagnosis and recovery within defined priorities Fulfills service requests Provide customer updates as required

2.6. TICKET ASSIGNEE

Ticket Ownership changes as ticket is reassigned The support person to whom the Incident Ticket (classified as User Service Request) has been routed Responsible for resolving the incident

2.7. INCIDENT MANAGER

Service Desk Manager responsible for monitoring & tracking incidents owned by the Service Desk Support Unit Manager responsible for monitoring and tracking incidents owner by their team Monitors efficiency and effectiveness of the Incident Management process Generates Incident Management performance reports Makes recommendations for process improvement

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3. PROCESS DEFINITION
3.1. PROCESS MAP

OAAIS Incident Management Process Map v1.0

The Incident Management process is used to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that the best possible levels of service quality and availability are maintained. The process is also utilized to manage fulfillment of service requests. Trigger: Disruption of service or service request
Incident Management
Input: Incident report Service request Monitor & Track Incidents Output: Request for Change Resolved/Closed Incident Customer Communications Performance Reports

Supplier (provides input)

Detect & Record Incidents

Service Request ?

No

Classify & Provide Initial Support

Investigate & Diagnose Incidents

Conduct Resolution & Recovery

Close Incident

Customer (receives output)

Customer OAAIS Support Unit Yes Manage Service Requests

Customer OAAIS Support Unit

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3.2.

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OAAIS Incident Management Process

ACTIVITY DIAGRAMS

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4. RACI CHART
OAAIS Incident Management Step Description

Step #

st om er Se rv ic e O D A es A k IS Le S ve up po l rt Le 2 S U up ve n l p it In 3 S o r t up ci de po nt rt M an ag er
I A/R A/R A/R A/R A/R A/R A/R A/R A/R I A/R A/R A/R A/R A/R A/R A/R A/R A/R A/R I I A/R A/R I I I I I I I A/R A/R A/R A/R I A/R I A/R I I I I I I A/R A/R A/R A/R A/R A/R

C u

Output

Detect & Record Incidents - Service Desk 1 Detect Incident 2 Contact Service Desk 3 Type? 4 Open Incident Ticket 4a Monitor & Track Incidents Classify & Provide Initial Support - Service Desk 5 Assign: Impact, Urgency, Priority 6 Check Solutions Database 7 Assess CMDB (TBD) 8 Document Steps Taken 9 Resolve? 10 Notify Customer (Requester) 11 Valid? 12 Follow Assignment Procedures Detect & Record Incidents - OAAIS Support Unit 13 Detect Incident 14 Type? 15 Open Incident Ticket Classify & Provide Initial - OAAIS Support Unit 16 Assign: Impact, Urgency, Priority 17 Check Solutions Database 18 Assess CMDB (TBD) 19 Document Steps Taken 20 Follow Assignment Procedures 21 Support Group? Investigate & Diagnose Incidents - Level 2 22 Review & Triage Incident Ticket 22b Monitor & Track Incidents Conduct Resolution & Recovery - Level 2 23 Resolve? 24 Implement Solution & Resolved Incident 25 Update Incident Ticket & Notify Customer 26 Valid? 27 Update Incident Ticket & Escalate to Level 3 Investigate & Diagnose Incidents - Level 3 28 Review & Triage Ticket Conduct Resolution & Recovery - Level 3 29 Resolve? 30 Implement Solution & Resolved Incident 31 Update Incident Ticket and notify Customer (Requester/Level 1) 32 Valid? Close Incident 33 Close Incident Ticket

A/R A/R

I A/R

I I I A/R

I I I

A/R A/R I Hand-off Change Management Process (TBD)

Monitor & Track Incidents 34 Generate Incident Report, including Perfomance A/R Metics A/R 35 Evaluate Performance Metrics Against SLAs 36 Conduct Perfmance Review A/R 37 Citical Issue? A/R Hand-off Problem Management Process (TBD) Manage Service Requests 38 Open Incident Ticket (User Service Request) A/R A/R 39 Fulfill Request? A/R A/R 40 Complete? A/R I A/R 41 Follow Assignment Procedures A/R A/R I I 42 Review Request A/R A/R 43 Fulfill Request I I A/R A/R 44 Complete? A/R A/R I I 45 Close Request A/R A/R A/R Responsible People who do the work, facilitate it and/or organize it Accountable The one who insures that desired outcomes are reached and has yes/no decision making authority Consulted People who have critical expertise to contribute before a decision is made Informed People who are significantly affected by the activity/decision and must be informed to ensure successful implementation

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5. ENTRY CRITERIA
Incident report Service request

6. PROCEDURE
ID Detect & Record Incidents Service Desk 1 2 3 4 Detect Incident or Need for Service Identify a disruption of service or a need for a new service Contact Service Desk Customer contacts the Service Desk to report a disruption in service or request service Type? Incident go to step 4 / Service Request go to step 38 Open Incident Ticket (classified at User Service Request) Upon receiving a call (or request) from a Customer, the Service Desk Analyst enters the Customer and incident information into Remedy 4a Monitor and Track Incidents The Incident Manager is responsible for monitoring and tracking incident throughout the process - Go to step 22b Classify & Provide Initial Support Service Desk 5 Assign: Impact, Urgency, Priority Using the impact, urgency, priority matrix determine and set the priority for the incident. Setting the priority begins the clock for the Service Level Agreement (SLA) associated with that priority. At this point, Service Desk Analyst becomes the Ticket Owner. 6 7 8 Check Solutions Database Review the Solutions database for known errors and solutions to similar incidents Assess Configuration Management Database (CMDB) TBD Document Steps Taken Update the worklog in the Incident Ticket with all of the troubleshooting steps taken to resolve the incident so far 9 10 11 12 Resolve? Yes go to step 10 / No go to step 12 Notify Customer Valid? Yes go to step 33 / No go to step 9 Follow Assignment Procedures The Service Desk Analyst assigns the Incident ticket to Level 2 Support. At this stage the responsibility for resolving the incident and communicating with the Customer passes to the assigned Support Analyst however, the responsibility for final customer contact and closure of the incident remains with the Service Desk Analyst. Detect & Record Incidents OAAIS Support Unit 13 14 Detect Incident or Need for Service Identify a disruption of service or a need for a new service Type? Incident go to step 15 / Service Request go to step 38 UCSF Internal Use Only 11 of 19 OAAIS Incident Mgmt 07-09-09.doc OAAIS Support Unit OAAIS Support Unit Service Desk Service Desk Customer Service Desk Service Desk Service Desk Service Desk Service Desk Incident Manager Service Desk Service Desk Customer Customer Step Responsibility

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Step Open Incident Ticket (classified as User Service Request) Open an Incident Ticket with all of the incident information. In the Case Type field, select User Service Request.

Responsibility OAAIS Support Unit

Classify & Provide Initial Support OAAIS Support Unit 16 Assign: Impact, Urgency, Priority Using the impact, urgency, priority matrix determine and set the priority for the incident. Setting the priority begins the clock for the Service Level Agreement (SLA) associated with that priority. At this point, OAAIS Support Unit Analyst becomes the Ticket Assignee. Notify the Service Desk if there is a disruption of service which will impact the Customer 17 18 19 Check Solutions Database Review the Solutions database for known errors and solutions to similar incidents Assess Configuration Management Database (CMDB) TBD Document Steps Taken Update the worklog in the Incident Ticket (classified as User Service Request) with all of the troubleshooting steps taken to resolve the incident so far 20 Follow Assignment Procedures Select the appropriate support analyst from the assignment document and assign the incident for resolution. At this stage the responsibility for resolving the incident and communicating with the Customer passes to the assigned Support Analyst. 21 Support Group? Level 2 go to step 22 / Level 3 go to step 28 Business/Functional Incidents are assigned to Level 2 Support Technical Incidents are assigned to Level 3 Support Investigate and Diagnose Incidents Level 2 22 Review and Triage Incident Ticket Review the escalated incident in order to understand the issue. Consult the Problem Management Database for known errors. If necessary, contact the Customer, OAAIS Support Unit or the Service Desk to gain further clarity of the incident. Begin diagnosis of the incident 22b Monitor and Track Incidents The Incident Manager is responsible for monitoring and tracking incident throughout the process Go to step 34 Conduct Resolution and Recovery Level 2 23 Resolve? Yes go to step 24 / No go to step 27 Determine if the incident can be resolved without making any system update and inform the customer of the solution. When the Level 2 Support Analysis is unable to resolve the incident it is escalated to Level 3 Support. 24 25 Implement Solution and Resolve Incident Resolve the incident by implementing the necessary solution. Update Incident Ticket and Notify Customer Document the resolution in the Work Info tab area of the Incident Ticket and change the status of the Incident Ticket to Resolved. Contact the Customer with the solution to the incident Level 2 Support Level 2 Support Level 2 Support Incident Manager Level 2 Support OAAIS Support Unit OAAIS Support Unit OAAIS Support Unit OAAIS Support Unit OAAIS Support Unit OAAIS Support Unit

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ID 26 Valid?

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OAAIS Incident Management Process

Step

Responsibility Customer OAAIS Support Unit

Yes go to step 33/ No go to step 23 Validate the resolution has corrected the incident. 27 Update Incident Ticket and Escalate to Level 3 Document the steps taken to diagnose/resolve the incident in the worklog of the Incident Ticket. When the Level 2 Support Analyst is unable to resolve the incident it is escalated to Level 3 Support. At this stage the responsibility for resolving the incident and communicating with the Customer passes to the assigned Support Analyst. Investigate and Diagnose Incidents Level 3 28 Review and Triage Incident Ticket Review the escalated incident in order to understand the issue. Consult the Problem Management Database for known errors. If necessary, contact the Customer, OAAIS Support Unit or the Service Desk to gain further clarity of the incident. Begin diagnosis of the incident Conduct Resolution and Recovery Level 3 29 Resolve? Yes go to step 30 / No hand-off to Change Management Process The Level 3 Support Analyst determines if the incident can be resolved without making any system updates and informs the customer of the solution. If system updates are required the Level 3 Support Analyst will initiate the Change Management process 30 31 Implement Solution and Resolve Incident The Level 3 Support Analyst resolves the incident by implementing the necessary solution. Update Incident Ticket and Notify Customer Document the resolution in the Resolution tab area of the Incident Ticket and change the status of the Incident Ticket to Resolved. Contact the Customer with the solution to the incident 32 Valid? Yes go to step 33 / No go to step 29 Validate the resolution has corrected the incident. Hand-off to Change Management Process TBD Close Incident 33 Close Incident Ticket The Ticket Assignee is responsible for closure of the Incident Ticket (classified as User Service Request) Monitor and Track Incidents 34 35 36 37 Generate Incident Report, including Performance Metrics Evaluate Performance Metrics Against SLA Conduct Performance Review Critical Issue? Yes go Hand off to Problem Management Process / No go to step 34 UCSF Internal Use Only 13 of 19

Level 2 Support

Level 3 Support

Level 3 Support

Level 3 Support Level 3 Support

Customer OAAIS Support Unit

Service Desk Level 2 Support Level 3 Support

Incident Manager Incident Manager Incident Manager Incident Manager

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Step Hand-off to Problem Management Process (TBD)

Responsibility

Manage Service Requests 38 Open Service Request Open an Incident Ticket with all of the required information. In the Case Type field, select User Service Request. Fulfill Service Request Yes go to step 40 / No go to step 41 40 41 42 43 44 45 Complete? Yes go to step 45 / No go to step 39 Follow Assignment Procedures Support Analyst refers the request to the appropriate location Review Request Fulfill Request Complete? Yes go to step 45 / No go to step 43 Close Request The Ticket Assignee is responsible for closure of the Incident Ticket (classified as User Service Request) Service Desk OAAIS Support Unit Service Desk OAAIS Support Unit Customer OAAIS Support Unit Service Desk OAAIS Support Unit Level 2 Support Level 3 Support Level 2 Support Level 3 Support Customer OAAIS Support Unit Service Desk Level 2 Support Level 3 Support

39

7. EXIT CRITERIA
Incident or Service Request has been resolved to customers satisfaction

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8. IMPACT, URGENCY AND PRIORITY

Incident priority is assigned when the Remedy Ticket is opened and is determined primarily on the basis of urgency and impact.

The following tables are guidelines for establishing priority. Priorities are subject to be revised by higher support levels. IMPACT TABLE URGENCY TABLE

RANK

DESCRIPTION

RANK 1. Critical:

DESCRIPTION Impacts Enterprise Impacts Multiple Business Units. Process stopped, customer can not work System and/or service unavailable. No work around available. Process affected; certain functions are unavailable to customers. System and/or service is degraded. May or may not have work around available. Process affected; certain functions are unavailable to customers.

Entire department, floor, 1. Extensive/ branch, line of business, or Widespread: external customer affected. Greater than 100 people 2. Significant/ affected. Large: 3. Moderate/ Limited: 4. Minor/ Localized: Between 2199 people affected. Less than 20 people affected.

2. High:

3. Medium:

4. Low

System and/or service. Inconvenienced but still available (Work, Excel, etc). Work around available.

Impact of the incident extent of the deviation from the normal service level, in terms of the number of users or business processes affected. Major incidents are those for which the degree of impact on the user community is extreme. Incidents for which the timescale of disruption (to even a relatively small percentage of users) becomes excessive may also be regarded as major. Urgency of the incident the acceptable delay, to the user or business process, in solving the incident. Incident priority may be adjusted when incidents are escalated to Level 2 or Level 3 support based on further analysis of the issue and may also change over the life of the incident (i.e., affects more users or during critical periods). The Service Level Agreement clock will be reset whenever the incident priority is changed on the Remedy Ticket. When the priority of a ticket is changed, the incident owner is responsible for communicating the change to the customer.
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9. INCIDENT MANAGEMENT SERVICE LEVELS

These Service Level definitions can be used as a general guideline to assist with the implementation of Incident Management. Please refer to the OAAIS Service Catalog for Service Level Agreements that contain Service Levels definitions developed for each specific line of service. Incident Management Service Level Priority
Critical

Definition
Major incident that is affecting a large group of users or critical business processes.

Response Time
Notice of the issue to relevant users and communication of the expected downtime must take place within 1 hour Plan for incident resolution must be developed and communicated within 2 hours Response to the customer must take place within 4 business hours Plan for resolution must be developed and communicated within 8 business hours Response to the customer must take place within 24 business hours Plan for resolution must be developed and communicated within 48 business hours Response to the customer must take place within 24 business hours Plan for resolution will be communicated at the time work begins

Target Resolution
< 4 hours

High

Significant incident that is causing work to slow or stop.

< 12 hours

Medium

Incidents that may be impacting work but for which there is a workaround. Incidents with low impact or where a work-around is easily followed.

< 10 business days

Low

Planned

Escalation of an incident can take place at any time and at any support level in the resolution process, as defined in the Service Level Agreement. Functional escalation involving personnel with more specialist skills, time or access privileges to solve the incident. Hierarchical escalation involving a higher level of organization authority, when it appears that the current level of authority is insufficient to ensure that the incident will be resolved in time and/or satisfactorily.

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10. INCIDENT MANAGEMENT SERVICE METRICS

These Service Metrics definitions are an interim guideline to assist with the implementation of Incident Management. As The OAAIS Service Cataloged is defined, Service Level Agreements outlining the appropriate Service Metrics will be developed for each specific line of service. Category
Incident Response Time

Description
The time it takes IT Services to acknowledge receipt of an incident and communicate a problem resolution plan. Incident response time is tracked by tier (1-3).

Measure
An incident must be acknowledged and an incident resolution plan communicated within: Critical: response = 1 hour / plan = 2 hours High: response = 4 hours / plan = 8 hours Medium: response = 24 hours / plan = 48 hours Low: response = 24 hours / plan = when work begins

Target
Service Level is met 90% of the time.

Incident Resolution Time

The time that elapses between acknowledged receipt of an incident and incident resolution. When the incident occurs during scheduled downtime, resolution times will start from the end of downtime. The time the service is available according to the service hours specified in the service level agreement.

Target resolution by priority: Critical 4 hours High 8 hours Medium 10 days Low as planned

90% of all incidents are resolved by the target resolution time.

Extensions to expected resolution time must be agreed with the customer. Time a service was down in minutes. 99.5% average availability over the measurement period.

Service Availability

11. OAAIS SERVICE SUPPORT

Service
Auto Access Effort Reporting System (ERS) Individual Identifier System (IID) Payroll Personnel System (PPS) Residents & Fellows System (RFS) Desktop LAN Support (DLS) mail@UCSF Copyright Enforcement Security Related Incident Response SSL Certificates (Server) Access Management (AM) Change Management (CM) UCSF Internal Use Only 17 of 19

Level 1
OAAIS Service Desk AS Help Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk DLS OAAIS Service Desk EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS ITS ITS

Level 2
ITS UCOP ITS AS AS CSS CSS EIS EIS EIS ITS ITS

Level 3
ITS UCOP ITS AS AS CSS CSS EIS EIS EIS ITS ITS

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Service
Computer Operations (C0) Production Services (ProdSvcs) Accounts Fund Profile Program (AFP) Budget System Local (BSL) Department System (DEP) PeopleSoft Student Financial Aid (SFA) Campus Locator System (CLS) Directory.ucsf.edu Listserv Online Pager Ordering Remedy Webpage Hosting Enterprise Desktop and Mobile Encryption Intrusion Detection Perimeter Security Remote Access VPN Security Support Professional (Viruses, Spam, Access Control) Infrastructure Services (IS) Computer Forensics E-Discovery External Security Review Policy Compliance Security Awareness, Training & Education Systems Administration (SA) UCSF Campus Network Services

Level 1
ITS ITS AS Help Desk OAAIS Service Desk AS Help Desk AS Help Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk OAAIS Service Desk / EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS

Level 2
ITS ITS AS AS AS AS AS CSS CSS CSS CSS CSS CSS EIS EIS EIS EIS EIS

Level 3
ITS ITS AS AS AS AS AS ITS CSS ITS CSS CSS, AS ITS EIS EIS EIS EIS EIS

ITS OAAIS Service Desk / EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS OAAIS Service Desk / EIS ITS OAAIS Service Desk OAAIS Service Desk

ITS EIS EIS EIS EIS EIS ITS OAAIS ENS NOFS NOC OAAIS ENS NOFS Field Services

ITS EIS EIS EIS EIS EIS ITS OAAIS ENS NOFS/Vendor OAAIS ENS NOFS /AT&T

UCSF Campus Voice Services

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Service
Database Administration (DBA) Ad Hoc Reporting Data Warehouse (Cognos) WebLinks Financials WebLinks HR/Payroll

Level 1
ITS OAAIS Service Desk OAAIS Service Desk AS Help Desk AS Help Desk

Level 2
ITS ITS ITS AS AS

Level 3
ITS ITS ITS ITS ITS

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