ServiceCatalog FY15-16

The Enterprise Solutions team is subject to the following Incident Management Model which includes four main areas: • Incident entry

• Qualifying • Research • Resolution

Resolution time

Response time

Incidentmanagement

• Update of the incident • Request for information

• Prioritization of incident • Detailed documentation throughout lifecycle of incident

Incident entry • Via portal • Via phone

Qualifying

Research

Resolution • Issue fix if applicable • Recommendations • Workarounds

• ValidateIssue • Collect necessarydata • Search knowledge base • Reproduction

• In-depth troubleshooting • Issue reproduction • Rootcauseanalysis • Debugging

Severitylevels: Each incident must have a severity level assigned to it and the severity level must be provided as part of the information provided to log an incident. You should use the following table of definitions as a guide for assigning a severity level.

Severity Level

Description

Examples

Production

Your production system or database is available, but a critical

1

System Down

application failure has occurred and business processes are

halted. There are no workarounds available.

A critical business process or Subscription Software is

2

High

impaired, causing a serious disruptionof amajor business

function and is causing a serious impact on daily functions or

processing, and there is no reasonable workaround.

3

Medium

Non-critical issue occurs with the Subscription Software. You

areabletoruntheSubscriptionSoftware,andthereisan

acceptable workaround for the issue.

An inquiry or low impact issue that does not require

4

Low

immediate attention. This includes cosmetic issues on

screens, errors in documentation, or a request regarding

use of the Subscription Software.

Suggestion for

A suggestion is made for enhancing the Subscription

5

Enhancement

Software by adding new features or improving existing

features.

29

City of Greensboro

FY 15-16 IT Service Catalog