Incident: An unplanned interruption of IT services or quality reduction of an IT service

- ASN is not being received – EDI Incident

Service Request: A formal request by a user for information, advice, or small system change. A
catalogue of services could be created including:

- Password Reset
- Access Request
- Add/Remove Users
- Release Strategy Change
- New supplier EDI Setup – EDI Service
- Question or Information Request

Change Request: ------

- New message, mapping, fields, changes to EDI – EDI Change Request

Incident Priority Scale

CRITICAL – Problem is business-critical and has serious and immediate consequences for business
operations. Examples:

- Picking webapp is not working, trucks are waiting to be loaded and customer shipments are
being delayed.
- ASN EDI messages are not being sent out to customers, causing line-calls with fines and
damaging our suppler rating
- Confirmation cockpit is not working, production cannot be recorded

HIGH – Business operations are seriously affected and urgent tasks cannot be executed. Examples:

- Raw material is stuck in quality stock and cannot be moved to production

- Invoice EDI messages are being rejected, which can cause cash flow problems if not solved
in time

NORMAL – Business operations are affected

- Automatic printing of labels not working, users having to manually reprint labels every time

LOW – The problem has small effect on business operations

- Typo in delivery paperwork

All tickets received by email will be set to LOW priority.

Critical tickets immediately notify SAP team, CIO and Plant ICT Manager

First KPI to be measured: Incident numbers per month