Roles and responsibilities for service desk and infrastructure
Incident Manager role description
1.2
Review ticket categorization
Critical Incident Management SOP
1.3
Prioritization schema
1.4
Define escalation rules, document and critique workflows
1.5
Establish SLAs
Internal SLA to service desk
1.6
Develop the knowledgebase
Knowledgebase Article Template
1.7
Develop KPIs
Incident management KPIs
Module 2: Problem Identification and Categorization
The Purpose
Identify and categorize incoming problems.
Key Benefits Achieved
Systematic problem intake process.
Clear problem categorization.
Identification of problem management roles and responsibilities.
Activities:
Outputs:
2.1
Problem intake criteria and incident review process
Problem Management SOP
2.2
Problem ticket categorization
Problem Ticket Template
Categorization and impact schema
2.3
Role development for problem management
Problem Manager role description
2.4
Problem management KPIs
Problem management KPIs
Module 3: Root Cause Analysis
The Purpose
Develop root cause analysis techniques and track problem status.
Key Benefits Achieved
Understanding of how to conduct root cause analysis.
Method for tracking problem status.
Activities:
Outputs:
3.1
Root cause analysis exercises
Root cause analysis procedure
3.2
Quantification of risk
Problem risk assessment
3.3
Problem reporting requirements and audience
Problem status dashboard
3.4
Updating and maintain the knowledgebase
Module 4: Proactive Problem Management
The Purpose
Develop proactive problem management procedures.
Key Benefits Achieved
Proactive problem management SOP, which will enable the prevention of interruptions.
Activities:
Outputs:
4.1
Information sources for problem identification
Monitoring and alert thresholds
4.2
Data quality participants and agenda review for active regular data analysis
4.3
Complete comprehensive visual SOP
Visual SOP
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