This month, the Service Management team is focusing on Incidents that are due to breach their SLAs imminently (see this previous blog entry).
The following guidelines show how we’re looking at tickets across the whole of iSolutions:
Instructions in brief:
Go to the Service Management SLA Dashboard and go through the tickets listed in the three groups on the left-hand side:
- SLA will breach today (On Hold NOT included)
- SLA will breach today (On Hold included – SLA will update when comes off hold)
- Open Incidents that breached SLA Today
Then do the same for the three groups on the right-hand side (if there is time):
- SLA will breach tomorrow (On Hold NOT included)
- SLA will breach tomorrow (On Hold included – SLA will update when comes off hold)
- Open Incidents that breached SLA Yesterday
Always read the private notes of tickets before taking action – if another member of SMQA has dealt with the ticket and acknowledged that a breach has already occurred, or is inevitable with genuine reason, move onto the next ticket. There is no value in revisiting those tickets when the position has been made clear.
Detailed Methodology
SLA will breach today (On Hold NOT included) – Incident Response Team tickets
As IRT already actively deal with SLAs, it has been agreed with them that we will contact them first thing each day to discuss that day’s requirements:
- Contact the IRT Supervisor Line
- Talk through each ticket to ascertain the plan of action – work with them as appropriate
- If there is a breach, a note will be required as to why it took place – agree who will do this
- Late in the day, contact them again to ensure that any further actions can be dealt with
SLA will breach today (On Hold NOT included)
- For each ticket, talk to the assignee with a view to getting the ticket resolved before it breaches its SLA
- If there is no immediate action by the assignee, note the outcome of the conversation in the ticket either to say what the assignee intends to do or to say why there will be no action
- Look at the tickets in the order in which they are going to breach
- Even if the ticket looks to be actively managed, ensure that the SLA breach is highlighted to the assignee, as it may be possible for a quicker solution
SLA will breach today (On Hold included – SLA will update when comes off hold)
- For each ticket not already looked at, check the time that will be left when the ticket comes off hold; for those with little time left, ensure the assignee is aware by talking to the assignee and then add a note to the ticket
Open Incidents that breached SLA Today
- For each ticket, ensure that there is a note giving the reason for the breach
- If the reason is not given, talk to the assignee to determine the reason and then add it to the ticket as a note
SLA will breach tomorrow (On Hold NOT included)
- For each ticket, talk to the assignee with a view to getting the ticket resolved before it breaches its SLA
- If there is no immediate action by the assignee, note the outcome of the conversation in the ticket either to say what the assignee intends to do or to say why there will be no action
- Look at the tickets in the order in which they are going to breach
SLA will breach tomorrow (On Hold included – SLA will update when comes off hold)
- For each ticket not already looked at, check the time that will be left when the ticket comes off hold; for those with little time left, ensure the assignee is aware by talking to that person and then add a note to the ticket
Open Incidents that breached SLA Yesterday
- For each ticket, ensure that there is a note giving the reason for the breach
- If the reason is not given, talk to the assignee to determine the reason and then add it to the ticket as a note
Notes:
- The activity should be started as early in the day as possible
- Talking to an assignee may mean in person or by telephone
- If the assignee is not available then talk to the line manager or other suitable colleague of the assignee