ITPD
PRODUCTION SUPPORT PROCESS
OCTOBER 8, 2008
Guiding Principles
RP&A is implementing a production support process to better meet
the following two objectives:
1.
Support the business areas needs to execute transactions
and expand their ability to increase productivity and reduce
cost
2. Maximize effectiveness of every minute and resource spent
on support
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Critical Success Factors
Communication
Parties Involved:
Between business managers and IT managers
Between system users and IT support personnel
Within IT organization
Messages to be Communicated
Request for training / bug investigation & fix
Request for enhancements
Prioritization of enhancements
Status of support requests
Status of enhancements requests
Change in business IT needs
Delivery
Completing support and enhancement requests in expected
timeframe/sequence of priority
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Key Changes
The process will be implemented in two phases:
Phase 1
Redefining production support processes
Realigning the support personnel and their responsibilities
Defining or modifying the Incident Management tool to
support the process.
Phase 2
Enhancing the Incident Management tool to better support
the process and provide better visibility of ticket status
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Production Support Model
Level 1 End User Support
Business Workplace
Key Users
Leadership
Security Business
Approvers
Training Material & Job Aids
Functional Support
Business Security Leads
Incident Mgmt Tool template w/
required fields
Level 2 Production Support
RP&A IT On-site Resources
Process Owners
Must understand area, scope, urgency
and completeness of request before
prioritization and assignment
Onsite IT Liaisons
Production Support
(Level 2&3)
End User Support
(Level 1)
Level 3 Production Support
Central Security
Technology
Operations
End Users
Central IT Support
Role Maintenance
Role Assignment to Users
Application Management
Basis (Incl. Printer Fixes)
Network Services
Technical Architecture
ITS Funct. Configuration Support
ITS RP&A Development
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Objectives of Level 2 Support
Ticket Resolution Efficiency
Resolve Quick Fix tickets expeditiously
Minimize handoffs
Eliminate tickets from falling through the cracks
Minimize need to circle back to collect more information
Facilitate Incident Management tool status to the user community
Provide perspective for resource needs and business priority
Knowledge Transfer
Build a broader and deeper understanding of the [project] solution
to facilitate support and implementation efficiency
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Level 2 Production Support
Level 2 Support by Location
Location 1
Name 1
Location 2
Name 2
Location 3
Name 3
Location 4
Name 4
Location 5
Name 5
Location 6
Name 6
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Level 2 Roles & Responsibilities
Review tickets as they are submitted by customers from a
respective location
Ensure the Incident Management tool tickets description,
Urgency, Type (team) is accurate
Resolve the ticket if possible to do so in <4 hours
Route ticket to appropriate group for assignment and prioritization
Keep customers apprised of ticket receipt and status
Business advocate for tickets in need of prioritization or resources
Serve as Level 3 support for resolving assigned tickets
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Level 3 Roles & Responsibilities
Resolve assigned Incident Management tool tickets
Ensure the Incident Management tool tickets description,
Urgency, Type (team), Reference, and Status of owned tickets is
correct at all times
Support and transfer knowledge to other Level 2/Level 3 resource
resolving Incident Management tool tickets
Communicate priority/time conflicts between Incident
Management tool tickets resolution, Incident Management tool
ticket support and other projects as the arise
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Service Level Guidelines
Urgency
Description
Response To
Customer with
Status
Target Resolution
Time
Critical
Work Stoppage
No work around
$ at risk
Phone call
1 Day (may be migrated
outside of schedule)
High
Time sensitive process
impaired
Very difficult work around
Fix has strong Cost/Benefit
High business impact if not
resolved in 2 weeks
1 Business Day
<10 Business Days
(may be migrated outside of
schedule)
Medium
Non-time sensitive impact
Work around available
2 Business Days
30 - 90 Business Days
Low
Acceptable work around
Low $ risk
Fix has low Cost/Benefit
2 Business Days
>90 Business Days
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Production Support Meeting Objectives
Agenda
1. Review metrics of Open/Closed tickets by Team, Location & Status
2. Identify Active & Planned tickets that are past due and/or in
need of additional resources
3. Balance work load across production support team. Assign new
Planned tickets
Attendees
Production support team
Reports
Tickets by Team/Priority/Status
Tickets by Team/Owner
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Stakeholder Meeting Objectives
Agenda
1. Review metrics of Open/Closed tickets by Team, Location & Status
2. Identify Active & Planned tickets that are past due and/or in
need of additional resources
3. Balance work load across production support team. Assign new
Planned tickets
Attendees
Production support management resources and Stakeholders
Reports
Tickets by Team/Priority/Status
Tickets by Team/Owner
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Next Steps.
Update Incident Mgmt Tool Tickets by [time]
We need everybodys help updating the Type, Urgency, Reference and
Status of all the Incident Mgmt Tool tickets you own.
Type = Team
Urgency = See guidelines in this deck
Reference = only the last name of the person ultimately responsible
for resolving the ticket
Status = Please reference flow on last slide of this deck
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Production Support Flow
Status:
New
New, Assigned, In
Process, Closed
Assigned, Closed,
Pending Stakeholder
Review
Stakeholder
Review,
Assigned
Assigned, In
Process, Ready
for Developer,
QA, Ready for
Production
Activity:
Ready for
Development, In
Development,
Functional Test
Functional Test,
QA, Ready for
Production
Completes
Resolution
Created
Incident
Mgmt Ticket
via email
Reviews Incident Mgmt
Ticket for designated
location. Update key
fields. Establishes initial
Priority. May close ticket.
Reviews tickets.
Validates Priority.
Balance Level 3
Workload.
Completes
Config/
Testing
Complete
Design
Prioritizes
tickets
Role:
Customer
Level 2
Functional Leads
Stakeholder
Review
Approve.
Request
Migration
Completes
Programming/
Unit Test
Approve.
Request
Migration
Developmen
t
Functional
Approval
Approves
Prioritization
CCB
Security /
Functional /
Basis (Level 3)
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Contact Information
For additional information on this process, please contact
Contact Name
Email
Phone
Primary
Steve Keane
nskeane@uchicago.edu
773-203-4486
Secondary
Deneeta Pope
T-9dpope@uchicago.edu
773-702-8869
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