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Anahita Zamani ITMGMT 530 DL 20.8.2011

Anahita Zamani ITMGMT 530 DL 20.8.2011 . IT Process Mapping Escalation Proccess. Agenda. IT Process: Escalation process Current Process Kaizen Bursts Future State. Escalation process. Today, escalations go through multiple channels to finally get to the right people and get it fixed.

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Anahita Zamani ITMGMT 530 DL 20.8.2011

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  1. Anahita ZamaniITMGMT 530 DL20.8.2011 • IT Process MappingEscalation Proccess

  2. Agenda • IT Process: Escalation process • Current Process • Kaizen Bursts • Future State

  3. Escalation process • Today, escalations go through multiple channels to finally get to the right people and get it fixed. • The time spent is vary between the type of the issue: • OPS incident; Hardware, Network issue • Known issue; has workaround • Dev escalation; requires code fix

  4. Current Process

  5. . • Kaizen Burst Waste elimination is around the time spent to categorize the issues and notify the right people. That can be achieved by automatizing the categorization of the issues and setting up alerting system. A third party monitoring system with embedded alerting system will provide us this optimization in a short time.

  6. Future Process

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