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ITS Service Problem and Critical Incident Management Policy
1. Preamble
Requests for IT assistance and reports of service problems or interruptions are handled routinely by ITS through the Service Desk staff and associated workflow to other ITS staff. It is appropriate that standards are set for allocation of priorities to these requests and service problems, and that all problems reported to ITS are managed and escalated effectively. This includes critical incidents affecting a significant business function of the University. The policy covers problem management at all campuses.
2. Purpose
This Policy prescribes how service problems and requests for assistance are managed by ITS. It includes Procedures for allocating priorities to problems, handling routine problems and requests, and for managing critical incidents.
3. Policy Status
ITS internal policy
4. Responsible Officer
Director - Client Services, ITS
5. Approving Body
Executive Director, ITS.
6. Definitions
Senior Problem Manager - will be a senior staff member of the ITS Client Services or Production Facilities section. This role must always be occupied and be designated to a staff member
7. Policy Scope
The Policy covers all service problems and requests for assistance received by ITS staff at all campuses. This may include service interruptions notified by system monitoring alerts, and those notified by users of IT facilities. All service problems will be recorded into the Service Desk software. Some routine requests made at the Service Desk counters may not be recorded into the Service Desk software, but will be recorded for statistical analysis.
8. Policy
- All requests for assistance and service problems will be notified to the ITS Service Desk and recorded into the Service Desk software.
- All entries will be prioritised immediately into one of 4 categories:
- Priority 1: Total inability to perform normal operation of any significant business function of the University.
- Priority 2: severely restricts the use of an application, system or piece of equipment affecting significant business functions of the University.
- Priority 3: any problem impacting a group of users where the restriction is not critical to the overall operation of the University.
- Priority 4: any problem impacting only 1 person where the function unable to be performed is not critical to the operation of the University.
- A Senior Problem Manager will be on duty at the Service Desk during Clayton Service Desk and Production Facilities hours of operation. This staff member will assess and assign Category 1 and 2 priorities depending on the severity of the problem.
- Routine requests (Priority 3 and 4) are handled by a set of standard procedures.
- Problems are escalated if they are not resolved within the following timeframes:
- Priority 1: 30 minutes to Critical Incident Manager
- Priority 2: 2 hours to Critical Incident Manager
- Priority 3: 5 working days to Senior Problem Manager for analysis and action
- Priority 4: 1 month to Service Desk Supervisor and relevant Section Manager within ITS Problems escalated to the Critical Incident Manager will be managed according to the 'Critical Incident Procedure'.
- All problems and requests for assistance shall be reported to ITS Directors quarterly by ITS Service Desk.
9. Procedures
9.1 Prioritising Service Problem Procedure
9.2 Critical Incident Procedure
9.3 Standard Problem Management Procedure
10. Amendment History
First issued: 1 May, 2001
Policy Information
| Title of Policy |
ITS Service Problem and Critical Incident Management Policy |
| Policy Reference |
Margo Hellyer, Director - Client Services, ITS |
| Author |
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| Central Registry File No. |
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| Approval Process |
ITS Directors |
| Authorising Body |
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| Meeting No. 11/01 |
Meeting Date 24 April, 2001 Agenda Item 6.4 |
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| Policy effective on |
1 May, 2001 |
| Policy expires on |
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| Policy next reviewed on |
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11. Attachments
Prioritising Service Problems Procedure
Critical Incident Procedure
Standard Problem Management Procedure
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