Posted: Tue Nov 24, 2015 2:45 pm Post subject: How to spruce up existing Service Deli. process for SOC Team
I'm looking for some advice/inputs on delivery slackness that was identified by a surprise floor/process audit performed by internal auditor against SOC team.
Four major issues that were unearthed against SOC team with respect to service delivery which needs immediate attention:
• Multiple ticket hops for cross-tower incidents in the P3/P4 categories – this is impacting our MTTR and resolution time SLAs big time.
• Effectiveness on Ticket Audits & Breach analysis need to improve from Technical towers – this is almost ZERO under the ERSS case. This is of utmost importance and if not done, the hygiene issues are not adhered to.
• Ticket updates in the work log are close to NIL and it is very disturbing to see that after 4 years of service!
• 4Eye adherence (Change Management - implemented RFC peer review) is very low as well- this will leads us to outages in change very soon, if not addressed now!
Much appreciate any/all inputs from this group to close out these issues.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum