P1 incident communication

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CSH
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Mon Nov 05, 2012 12:04 pm

Hello,
I have a single Service Desk Analyst. (Yes, we are a small shop)
On a typical Monday morning there are about 10-12 emails, 2-3 IM's and phone calls that the agent deals with.
A Situation happened where he was busy on the phone and a service owner (a manager, we dont have formal ITSM processes) sent him an email to communicate the P1 outage to affected users)
The email got lost in the pile and it took about 45 minutes for the outage message to go out.
He then contacted the service owner who advised him that he has already sent him the details of the communication to be sent out.
My manager has asked me to take steps to ensure that the communication is sent out as soon as the service desk is notified of the outage.
Any advice?
How do you do this in your organization?


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UKVIKING
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Mon Nov 05, 2012 1:18 pm

Hmm


It is not the individal SD Analyst's fault. It is his management.. his direct management who did not properly plan resources to assist him on the heavy load on Mondays


1 - you dont have enough staff to deal with your load
2 - where is the manager / team lead ?
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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CSH
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Mon Nov 05, 2012 1:38 pm

I am the team lead. There is no option to increase the number of staff... no budget... in fact we are looking at staff reductions for 2013
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UKVIKING
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Mon Nov 05, 2012 3:43 pm

Then

a)
YOU should be assisting him when there are P1 type of issue during the work week / Monday

b) you need to change the expectations of the service owners because of the change in the service of the Service desk. This is for your manager / management to do

Seriously, as the response from me.. is about what you expect from any one.. who has been in IT and in a SD situation.

Why did you ask the question ?

There is no magic answer from the ITIL books, the ISO 20K books, the CoBIT books or any book for that matter.

The answer is change your SD Model to match your resources or lack thereof.

These are not the droids you are seeking
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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danatwork
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Thu Nov 15, 2012 10:51 am

CSH wrote:sent him an email to communicate the P1 outage to affected users)
Here is where I would focus. Can the manager also follow up with a IM? Or some other communication method? Email is not the best way to start conversations about outages.

Better yet, for outages, I would have those skip the analyst and go to his supervisor (you) or higher. The SD anaylst already has enough that they won't be able to be a major incident manager as well.

Thanks,
Dan
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KenLuo
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Sat Nov 17, 2012 10:02 am

i don't think this is an issue with staffing, instead it's a pure process, procedure or communication issue.

in my team, we setup a very strict process for P1, P2 or escalations.
1. in this process, the communication is not only through email. i requested team to use phone call, instance message or any direct means to contact people.
2. time to own, respond and resolve, we only allow 15 minutes to own / respond, while 15 minutes for 1st level to investigate and 30 minutes for 2nd level to investigate.
3. we have a daily call to review all P1, P2 or escalation cases to understand where the gap is.

anyway, i think in your case, the people who used email to notify others a P1 case is not proper.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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