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Process Improvements for Better Incident Management

This presentation highlights the positive points and improvement opportunities in various processes related to incident management. It suggests solutions such as involving the service desk as a filter, empowering employees to apply their own changes, faster escalation of unresolved incidents, documentation of knowledge, and providing better understanding of process chains to the FAM.

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Process Improvements for Better Incident Management

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  1. Advisory Presentation RDWProject Group 6 Release manager:Gert Jan Huisman Change manager:AnttiUimonen Project Manager: Jonas Scheuring Test Manager: JeremieBensimon Func. App. Mngr: Erik Waals

  2. Introduction Positive points Improvement in processes Improvements in working Other improvements Index Introduction Positive points Improvements in processes Improvements in working Other improvements

  3. Introduction Positive points Improvement In processes Improvement in working Other improvements Positive points • A filter for incident calls is used • The FAM is in use as a filter for incident calls. The FAM assess the call together with the IT specialists and send it to the helpdesk.

  4. Introduction Improvement points in processes Improvement point: The service desk is bypassed by the FAM When an accident occurs, FAM usually first contacts the IT personnel. Reason for contacting IT personnel first is to reduce misunderstandings between APR and Service Desk. Means that the IT is looking 2 times to the same problem and the Service Desk might be unnecessary. Possible Solution: Change the process Best is to take the service desk as a filter. The service desk registers the incident. If it is a normal incident they can solve the problem and if it is a bigger problem they pass it to the FAM. The FAM can together with the IT specialists work on solving the problems. After solving the problem the FAM make a call to the service desk that the problem is solved. This is also an better way to registering solving time. Positive points Improvement In processes Improvement in working Other improvements

  5. Introduction Improvement points in processes Improvement point: Employees can apply their own changes Incidents with higher impact than normal incidents, the information is first gathered in cooperation with IT personnel and then gave to service desk. After receiving and accepting the incident, the service desk deliver the incident to IT professionals. According to interviewees the IT professional is in some cases the same person than the first information gathering is done. Possible Solution: Change the process It is necessary that every role in the change is another person. it should not be possible that the employee has to apply his own change. This is work of the change manager. Positive points Improvement In processes Improvement in working Other improvements

  6. Positive points Introduction Cultural improvement Positive points Improvement In processes Improvement In processes Release management Improvement in working Other improvements Other improvements Improvement points in processes Improvement point: • Incident solving takes too much time • many incidents are not solved within the solving time. • when an incident is not solved within the time, it become a problem. Problem management takes over the problem solving. Possible Solution: • Faster escalating • When the service desk has no solution for an incident, it must be escalated to an IT specialist. When the IT specialist has no solution it must be escalated again. This process must be done faster.

  7. Introduction Positive points Improvement In processes Improvement in working Other improvements Improvement points in working Improvement point: • Knowledge is saved in the employees • Not everything is documented. • This become a problem because people with knowledge get older and stop working at RDW Possible Solution: • Documentation • To save all the knowledge, it is needed to make documentation. Everybody can use this documentation so they can work like the specialists.

  8. Introduction Other points to improve Improvement point: FAM do not know the whole chains This causes problems in understanding the actual wishes and requirements of other people. Increasing up the urgency is done by the phone and getting IT people “annoyed” Possible Solution: FAM need documentation to know more about the process chains. The service desk is needed as central point of contact. The specialists need their time to find solutions Positive points Improvement in processes Improvement in working Other improvements

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