Incident Management Process Flow
April 13, 2015
Agenda
• Scope
• Process Flow
• Roles and Responsibility
• Bridge Details
• Discussions
Firstsource © 2007 | confidential | April 13, 2015 | 2
Scope of incident management
•
Covers only P1 Incidents
•
Covers only P1 Incidents of Firstsource Dependency
Firstsource © 2007 | confidential | April 13, 2015 | 3
Incident management process flow
CSD -Call and
SMS
Notification:
Local Tech
Team
P1 Ticket :
CSD assigns
to IM
& Local Tech
team
CSD -Call and
SMS
Notification:
Incident
Manger
Problem
Isolation
with the help
of IRT:
Telecom /Data/
NW/Client
1. Local Team
opens Bridge
2. If not resolved
or work around
provided within
10 min, informs
IM
1.Update SDM
2. Publish IM
report
3. Update IM DB
1.Refer to IT service
continuity
2.Talk to OPS, if
required
3.Start IM Report while
we fix
4. Need be include
SME/NOC/CSD/vendor
Resolved or
Work Around
Provided
Closure
1.Join the IM
Bridge
2.Guide Tech team
to
do problem
isolation,
3.Refer to KB.
CSD -Call and
SMS
Notification:
IRT
20:14
1 Minute
17:33
10 Minutes
Target 10 Minutes
Firstsource © 2007 | confidential | April 13, 2015 | 4
Target 25 Minutes
8/28/2007
35 Minutes
Invoke
IT
Service
Continuit
y, if any
11/1/2007
55 Minutes
Target 20 Minutes
Incident management process flow
CSD -Call and
SMS
Notification:
Local Tech
Team
P1 Ticket :
CSD assigns
to IM
& Local Tech
team
CSD -Call and
SMS
Notification:
Incident
Manger
CSD -Call and
SMS
Notification:
IRT
20:14
1 Minute
Problem
Isolation
with the help
of IRT:
Telecom /Data/
NW/Client
1. Local Team
opens Bridge
2. If not resolved
or work around
provided within
10 min, informs
IM
Escalation
1.Incident Manager
2.Site Manager/
Program Manager
3.IRT
17:33
10 Minutes
Target 10 Minutes
Firstsource © 2007 | confidential | April 13, 2015 | 5
Target 25 Minutes
1.Update SDM
2. Publish IM
report
3. Update IM DB
1.Refer to IT service
continuity
2.Talk to OPS, if
required
3.Start IM Report while
we fix
4. Need be include
SME/NOC/CSD/vendor
Resolved or
Work Around
Provided
Closure
1.Join the IM
Bridge
2.Guide Tech team
to
do problem
isolation,
3.Refer to KB.
8/28/2007
35 Minutes
Invoke
IT
Service
Continuit
y, if any
11/1/2007
55 Minutes
Target 20 Minutes
Incident management process flow
CSD -Call and
SMS
Notification:
Local Tech
Team
P1 Ticket :
CSD assigns
to IM
& Local Tech
team
CSD -Call and
SMS
Notification:
Incident
Manger
Problem
Isolation
with the help
of IRT:
Telecom /Data/
NW/Client
1. Local Team
opens Bridge
2. If not resolved
or work around
provided within
10 min, informs
IM
Escalation
Notify and arrange for
Alternate resource if IRT
Do not join in 10 mints
to practice Manager
Update SDM every 30
Minutes.
1.Update SDM
2. Publish IM
report
3. Update IM DB
1.Refer to IT service
continuity
2.Talk to OPS, if
required
3.Start IM Report while
we fix
4. Need be include
SME/NOC/CSD/vendor
Resolved or
Work Around
Provided
Closure
1.Join the IM
Bridge
2.Guide Tech team
to
do problem
isolation,
3.Refer to KB.
CSD -Call and
SMS
Notification:
IRT
20:14
1 Minute
17:33
10 Minutes
Target 10 Minutes
Firstsource © 2007 | confidential | April 13, 2015 | 6
Target 25 Minutes
8/28/2007
35 Minutes
Invoke
IT
Service
Continuit
y, if any
11/1/2007
55 Minutes
Target 20 Minutes
Incident management process flow
•
•
•
•
•
•
•
•
CSD Intimate IM, IRT and Local Tech Team
•
•
Incident report will be sent across to all stake holders by IM.
Local Team opens Bridge.
If incident not resolved within 10 minute, will communicate to IM.
IM and Local Tech Team will ask IRT to join
Practice Manager will arrange alternate resource if IRT doesn’t join the bridge.
SDM will join bridge for Incident update.
Call resolved or work around provided.
If incident is not resolved or no work around provided, Service Continuity plan
will be invoked
Local Tech takes the responsibility of updating IMS with proper details and
send IR report generated to all stake holders for P1 incidents and uploading to
KWEB.
Firstsource © 2007 | confidential | April 13, 2015 | 7
Roles and responsibility
INCIDENT MANAGER
•
•
•
•
•
Driving the incident resolution process;
Communicating to SDM;
Trend Analysis;
Communication with the affected parties through the life-cycle of the incident;
Sending Incident Report within 24 Hrs of the P1 incident occurrence.
IRT
•
•
•
Assist local team for problem isolation/resolution;
Bring in and use Vendor Support;
Work with peer team (EDS/NW/Data/telecom) and resolve the incidents.
Firstsource © 2007 | confidential | April 13, 2015 | 8
Roles and responsibility
SDM
•
•
•
Update IM about changes in the Process information / SLA.
Upkeep and Maintaining of Service Continuity plans.
Operation/client communications.
Firstsource © 2007 | confidential | April 13, 2015 | 9
Roles of Local Tech
LOCAL TECH
•
•
•
•
•
•
•
•
Notification and Update
Problem Isolation
Real time update to IM
Collecting error messages, log, tracert details for incidents
Its mandatory to give error message/tracert/log to CSD if escalating it to client
Work with IRT Team and resolve incidents
Updating IMS with correct details and dependency
Sending Incident report.
Firstsource © 2007 | confidential | April 13, 2015 | 10
INCIDENT MANAGEMENT BRIDGE
Chennai Bridge Number
Firstsource © 2007 | confidential | April 13, 2015 | 11
Incident management process
Feedback/Clarification/Questions
Mobile : +91 97408 11335
Gayathri.prabhakar@firstsource.com
Firstsource © 2007 | confidential | April 13, 2015 | 12
DISCUSSIONS
Firstsource © 2007 | confidential | April 13, 2015 | 13
THANK YOU
Firstsource (NSE: FSL, BSE : 532809, Reuters: FISO.BO,
Bloomberg: FSOL@IN) is among India’s leading BPO (business
process
outsourcing)
service
providers.
Firstsource
provides
customized business process management to global leaders in the
Banking & Financial Services, Telecom & Media and Healthcare
sectors. It’s 75 clients include six “Fortune Global 500” banks, two
“Fortune Global 500” telecommunications companies and three
“Fortune 100” healthcare companies. Firstsource has a global
delivery model with operations in India, US, UK , Argentina and
Philippines. (www.firstsource.com)