sop - twm - incident management_v1.2

8/11/2019 SOP - TWM - Incident Management_v1.2

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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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Incident Management Release 1 1stOctober 2014

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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