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8/11/2019 SOP - TWM - Incident Management_v1.2
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Without limiting the rights under copyright, no part of this document may bereproduced, stored in or introduced into a retrieval system, or transmitted in any formor by any means (electronic, mechanical, photocopying, recording, or otherwise) or
for any purpose, without the express written permission of Synergycentric Sdn Bhd.
Synergycentric may have patents, patents applications, trademarks, copyrights, orother intellectual property rights covering subect matter in this document. !xcept asexpressly provided in any written license agreement Synergycentric, the furnishing ofthis document does not give you any license to these patents, trademarks,copyrights, or other intellectual property.
Standard Operating Procedur
Incident Management
Prepared for: Synergycentric Sdn. Bhd.
Prepared by: Tradewinds Malaysia IT Outsourcing Project
Transition Team
ate: !STOctober "#!$
%ersion: !
Standard Operating
Procedure (SOP)
TRADEWINDS IncidentManagement
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Release and Reision Record
"he following information is being used to control and track modi#cations made to
the document.
Revision Date Section(s)
Version
PageNumber(
s)
Summary of Changes(s)
$st%ctober &'$ ll $ $* +nitial raft
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Document !ontrol
Author bdul -a# ri/n
File Name &01*&2*3.doc
Created Wednesday, $st %ctober &'$
ast !dited Wednesday, $st %ctober &'$
D"S#R"$%#"&N
$. Synergycentric Sdn. Bhd.
#RAD!'"NDS "# &%#S&%RC"N PR&!C# #RANS"#"&N #!A*
bdul -a# ri/n
Service ssurance Specialist
4ee Boon 5hong
Service elivery 6anager
PR!PAR!D $+ R!V"!'!D $+
S+N!R+C!N#R"C SDN, $-D,
4ee Boon 5hongService elivery 6anager
ACC!P#!D $+
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TA"#E O$ !ONTENT
., "N#!N#"&N&F#-! S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
.,. "ntention of the S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
0, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
0,. Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
2,. Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
3, Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5
3,. Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5
6, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,76,. Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,7
8, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
8,. References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
/, &ther S&P9 document9 la:s and rules to consider,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
/,. &ther S&P9 document9 la:s and rules to consider,,,,,,,,,,,,,,,,,,,,,,,,.8
5, ;ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
5,. ;ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.8
7, #raining < "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,./
7,. #raining < "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,./
.=, A11endices,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,./
.=,. A11endi> . ? Service evel Agreement,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,./
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#IST O$ TA"#E
7%"B4!%88+9:;!S!7";+!S8%:7.
#IST O$ $I%&RE
Figure .? "ncident *anagement Process Flo:,,,,,,,,,,,,,,,,,,,,,,,7
.,., "ntention of the S&P"ntention of the S&P
.,."ntention of the S&P
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"he intention of this S%< is to describe +ncident 6anagement process.
0,0, Princi1lesPrinci1les
0,.Princi1les
"he goal of the +ncident 6anagement process is to restore a normal service
operation as =uickly as possible > with permanent solutions or temporary
workarounds ? in order to minimie the impact on business operations. "his is
to ensure that the best possible levels of service =uality and availability are
maintained. ll incidents should be solved within the pre>de#ned Service
4evel greement (S4) to maintain service =uality.
2,2, Res1onsibilitiesRes1onsibilities
2,.Res1onsibilities
!nd %sers
;aise incident with "radewinds +" epartment when an issue being
encountered
%btain an incident log reference or ticket number for ease of future
reference
Synergycentric -el1des@ (First evel)
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6,6, ProcedureProcedure
"his chapter would describe in detailed what are the processes re=uired and
how they are being used in +ncident 6anagement to manage the incidents
logged.
6,.Procedure
Figure .? "ncident *anagement Process Flo:
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., Raise "ncident
"radewinds +" or end user contacts Service esk ? via phone D email
> to raise an incident
Note? besides end users, +" %perations team may also raise
incident for the issues that they encountered during operation, e.g.
when server team observed one of the hard disk is defunct during
daily morning health check.
0, !scalate to 0ndevel Su11ort
+" %peration "eam or end user contacts helpdesk to raise an
incident and will be escalated to Synergycentric
2, Create #ic@et
9ather information ? based on input re=uirement of the -elpdesk
software > from the end user in order to create a ticket.
ssign appropriate classi#cation to the ticket based on categoriation
and problem type.
ssign appropriate priority to the ticket based on the Service 4evel
greement (S4).
3, #roubleshooting
"roubleshooting activity will be done to resolve the issue.
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6ay involve multiple groups to investigate the root cause and identify
an action plan
6ay involve many steps in order to get the incident closed within the
S4.
6, "ncident Resolved
+f the incident can be resolved, con#rm the resolution with the end
user to see whether the incident can be closed or not
+f the incident could not be resolved, escalate the incident to
Service esk (second level) team for further troubleshooting.
8, Princi1al !scalation
+f 3rd party support is re=uired, proceed by escalating to respective
vendorDprinciple.
:pdate the incident ticket with information on what actions have
been taken so far in providing onsite troubleshooting for that
particular incident.
/, ConBrm Resolution :ith %ser
Service esk software sends an email to the end user re=uesting
the user to acknowledge the email if the incident is con#rmed
resolved and can be closed
"he con#rmation can also be obtained from the end user over the
phone by the Service esk and update in the Service esk software
5, Close "ncident
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:pdate information ? based on input re=uirement of the Service
esk software > in order to close the ticket
5lose the incident
7, #roubleshoot and reconBrm :ith user
Service esk (second level) would call back the +" %peration "eam
or the end user perform further troubleshooting and recon#rmed
with user on resolution
.=, "ncident Resolved
+f the incident can be resolved, con#rm the resolution with the end
user and close the incident
+f the incident could not be resolved, check if the incident is a
desktop issue or not
8,8, ReferencesReferences
8,.References
"he input for the development of this document is as follow
+" +nfrastructure 4ibrary (+"+4) references
"he output for the development of this document is as follow
Standard %perating
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/,/, &ther S&P9 document9 la:s and rules to consider&ther S&P9 document9 la:s and rules to consider
/,.&ther S&P9 document9 la:s and rules to consider
Standard %perating . ? Service evel Agreement
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.,.,. Severity ClassiBcation and Service Commitments
Severity
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pplication (ie., WBS or % B corrupted)
8ailure of S7 or Server hardware
47 failure impacting J H' users
7etwork down on "ier $ site where no
network redundancy exists (e.g. Business
operations aAecting at 5!% level) 4oss of connectivity to both Business
pplication database nodes
Severity business critical department
or building is unable to work due to serviceunavailability.
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Descri1tion ofurgency -igh
+t is the level that aAects the whole high levelorganiation or the core operational department ofa speci#c business.
!.g.>
;edundancyDSecondary server of the critical
business application crashed
Service degradation caused by hardware failure
where redundancy exists
4oss of connectivity to one among two Business
pplications database node
7etwork connectivity to a department 9eneral
6anager aAected.
Severity
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7o ;evenue 4oss to ";!W+7S.
Descri1tion ofurgency*edium
+t is the level that aAects a team
!.g.
network disconnects to 3>$' businessusers and they would not be able to accessthe applications.
slow network performance issue which
degrades the operations of a particularbranch.
Severity
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