Major Incidents opened by the Service Desk

An open discussion on issues related directly or primarily to the service or help desk.
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Smittyman
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Tue Mar 02, 2010 11:30 am

In my environment I've tried to implement ITIL best practices within our ITSM. We utilize HP Service Center 6.2, and will soon be upgrading to HP Service Manager 7.11. Within 7.11 there is a basic calculation for determining priority of an incident which is (urgency+impact)/2 rounded down. Every application within our environment has been assigned an urgency value between 1 and 4, with 1 being the most urgent and 4 being the least. Impact values are similar with a 1 being an impact to the enterprise down to a 4 being an impact to a single user.

Within our environment a priority 1 is considered a major incident, and there are different processes that come into play (all IT management notified, conference bridge automatically activated, incident commander managing business impact, etc.) separate and apart from normal incident handling. Based on the calculation if a service desk employee determined an impact of 1 with an application that had an urgency of 1, then they'd be sending out a priority 1 incident. I'm not sure though that the service desk would ever be able to determine the impact to be at an enterprise level based off interactions with individual users.

I guess my ultimate question to the group is do you allow your service desk to kick off your major incident handling processes, or do you expect 2nd and 3rd level teams to do so, assuming they have an improved ability to gauge impact based on monitoring tools, etc. that they may have at their disposal. I'm trying to avoid unnecessary notification and action by all involved while still ensuring that the customers' issue is resolved in the shortest time possible. Any feedback is most appreciated. Thanks.


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Diarmid
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Tue Mar 02, 2010 11:57 am

Smittyman wrote:Every application within our environment has been assigned an urgency value between 1 and 4
You pre-determine urgency rather than base it on the here and now?
Smittyman wrote:...or do you expect 2nd and 3rd level teams to do so, assuming they have an improved ability to gauge impact based on monitoring tools, etc. that they may have at their disposal.
You expect 2nd and3rd line to have a better handle on business impact than front line? What do monitoring tools tell you about business impact?

The example I like to use is the "secretary" who cannot get a major tender finished in time for dispatch because the PC is a mess. You risk millions although only one user is impacted. for me that is priority one. But a) the PC is unlikely to be on your list of top urgency applications because every other day it is no more important than any other PC; and b) It is unlikely to be a major incident because it is likely to be needed quicker than you can mobilize for a major incident.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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